Business wireline customers continue to have high satisfaction with their telecom service, according to the J.D. Power 2022 U.S. Business Wireline Satisfaction Study, which was released this week. AT&T led the large enterprise category for the fifth consecutive year, while Verizon led the medium business and small business segments.
The biggest change, compared to the previous J.D. Power Business Wireline Satisfaction Study was that Verizon overtook AT&T (which fell to third) in the medium business segment.
Small business customers are particularly pleased with their service. But the satisfaction level of large enterprise customers fell somewhat, even though fewer problems were cited than a year ago.
AT&T scored 872 on a 1,000-point scale in the large business segment (more than 500 employees), while Verizon (865) ranked second.
Verizon’s 876 was the best in the medium business (20-499 employees) segment. Cox was second with 838, while AT&T’s 836 placed third.
In the small business segment (fewer than 20 employees), Verizon ranks highest for a fourth straight year with a score of 792. Following Verizon were CenturyLink (780) and Cox Business (775).
“Each business segment is experiencing market forces differently,” said Ian Greenblatt, managing director at J.D. Power, in a prepared statement about the business wireline satisfaction study. “While satisfaction is higher this year among small business customers, large enterprise customers are less satisfied as they face a challenging business environment to get back to a pre-pandemic status. When problems do arise, small businesses are thankful for the support but large enterprises are exhibiting less tolerance for anything less than seamless service. Increased focus on personalized services, dedicated account representatives and solid communications will increase performance and reliability perceptions for all business segments.”
