Viewer Satisfaction in Broadcasting Services. IQS Audience Appreciation Panel

In recent years, television broadcasting in Europe has often been accused of low quality, and of providing the audience with a product increasingly lacking in innovation. Much of the resistance to measuring customer satisfaction arose within the world of broadcasting experts, with the excuse that television programming is a product apart from all others, and that therefore quality cannot be analyzed with methods borrowed from other fields. However, the situation is changing.

Viewer Satisfaction in Broadcasting Services: IQS Audience Appreciation Panel

Domenico Ioppolo andLuca Ziglioli ACNielsen, Italy. andVittorio Bossi  RAI Radiotelevisione Italiana, Italy.

TELEVISION COMMUNICATION IN ITALY: THE GENERAL CONTEXT

Since the beginning of the 1980s, Italy’s television market has seen the public monopoly become a duopoly, with RAI and Mediaset competing for almost the entire television audience, leaving approximately 10% to the other national channels and local broadcasters.

RAI and Mediaset each have three channels competing with each other on a daily basis for ratings supremacy. This supremacy has always...

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