Would have been interesting to look at whether improved customer satisfaction was correlated with increased local competition. I strongly suspect it is, not just because Comcast works harder to try to retain customers, but largely because the unhappiest customers leave as soon as they have an alternative. Even if actual customer service doesn't get any better, the people who remain are more satisfied on average.
Kind of like the famous demotivator says- "sometimes the best solution to workplace morale problems is just to fire all of the unhappy people."
When Google Fiber came to my area, Comcast sent door-to-door salespeople to try to get signups before people were committed to Google; Comcast was offering something like half its usual price. I knew it wasn't the salesperson's fault, but I couldn't help laughing in his face.