small business setting

Business customers are generally satisfied with their broadband services, according to a new J.D. Power business broadband satisfaction study. AT&T won in the large and medium-size business groups, with Verizon taking the small business category.

The survey results:

  • Large enterprise (with 500 or more employees): AT&T (882 out of 1,000 points), Verizon (866), Cox Business (849), Comcast Businesses (842), Spectrum Business (822) and CenturyLink (799). The segment’s average was 867.
  • Medium Business (with 20 to 499 employees): AT&T (846), Verizon (841), Cox Business (816), Comcast Business (806), Spectrum Business (784) and CenturyLink (758). The segment average was 831.
  • Small Business (with less than 20 employees): Verizon (785), Comcast Business (763), AT&T (756), Cox Business (755), Spectrum Business (755), CenturyLink (745) and Frontier Business (721). The segment average was 761.

The study was based on responses from 4,331 business customer of data and voice services.

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“As restrictions ease, business customers continue to be highly satisfied with their broadband service’s alignment to their expectations,” J.D. Power Managing Director Ian Greenblatt said in a press release about the business broadband satisfaction survey. “If customer service representatives continue on their current path while maintaining focus on email, considering it is the preferred method of communication, then satisfaction will continue on this upward trend.”

The previous version of the survey was released last July 2020. J.D. Power found that AT&T won the large enterprise and the small/medium categories with 878 and 864 points, respectively. The very small category went to Verizon with a score of 794.

It’s been a week for customer satisfaction surveys. HighSpeedInternet.com’s 2021 ISP customer satisfaction survey said that EarthLink swept the four categories that were measured. The ACSI Telecommunications 2020-2021 Study found that overall satisfaction with ISPs was consistent between 2020 and 2021, though there was a drop in customer experience benchmarks.

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