Business wireline users tend to have high satisfaction with their service as long as they can get helpful information and consistent communications, according to a new business telecom satisfaction report from J.D. Power.
J.D. Power examined satisfaction across the following factors: Performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. Overall satisfaction is measured among three key segments: very small business (1-19 employees); small/midsize (20-499 employees); and large enterprise (500 or more employees).
Business Telecom Satisfaction
Each segment showed an increase in overall customer satisfaction compared to the same study a year ago. Large enterprise companies showed the highest overall satisfaction with a score of 824 (on a 1,000-point scale).
AT&T (839) placed highest in the large enterprise segment. Verizon (810) ranked second, while CenturyLink (799), Comcast (799) and Spectrum (799) were in a tie for third.
“Business wireline providers need to continue excellent customer communications not only for large enterprises but small businesses as well,” said Ian Greenblatt, technology, media & telecom practice lead at J.D. Power, in a prepared statement. “This year’s study found that’s the simplest way to increase levels of customer satisfaction across the board, especially during outages and subsequent restoration times.”
AT&T (764) also placed highest in the very small business segment, followed by Verizon (757) and Cox (732). Verizon led in the small- to medium-size category, however.
The study was based on responses from 3,258 business customers of data and voice services in the United States and includes evaluations of their data and voice service providers. The study was fielded in April-May 2018.
