Residential wireline companies are communicating with their customers more effectively and increasing their levels of satisfaction, according to telecom service satisfaction research from J.D. Power.
This is leading to higher satisfaction levels. “It is clear wireline companies are putting the customer experience first, and it is paying off,” Ian Greenblatt, the Technology, Media & Telecom Practice Lead at J.D. Power, said in a press release. “Finding ways to make call centers more efficient and clarifying billing statements and contracts are just a few relatively easy things companies can be doing to improve the customer experience. Additionally, methods in which companies are communicating service and product updates have been evolving with the technology itself and [have] proven to be a valuable approach to high customer satisfaction.”
Telecom Service Satisfaction
Key takeaways from the studies:
- The Residential Internet Service Provider Satisfaction Study ranked Verizon highest in the East region with a score of 750 on a 1,000-point scale. AT&T/DIRECTV ranked highest in the North Central region (717) and the South region (749). Cable One ranked highest in the West region (722).
- The Residential Telephone Service Provider Satisfaction Study ranked Verizon highest in the East region (768), AT&T/DIRECTV highest in the North Central region (747) and South region (776) and Cox Communications highest in the West region (751).
- The Residential Television Service Provider Satisfaction Study found that DISH Network performs highest in overall satisfaction in the national segment (753) and highest in the North Central region (754) and West region (749). AT&T/DIRECTV ranks highest in the East (767) and South regions (765).
The studies, based on responses from 27,765 customers nationwide, were in the field in four waves from November 2017 until July.
This is not the first time that J.D. Power looked at the complex issue of appealing to customers in an era in which voice, video and data options are proliferating. Last month, the firm released research that said non-carrier online and in-store purchasing options are complicating the sales process for wireless carriers. Two studies — J.D. Power 2018 U.S. Wireless Purchase Experience Full-Service Performance Study-Volume 2 and the J.D. Power 2018 U.S. Wireless Purchase Experience Non-Contract Performance Study-Volume 2 — found that customer satisfaction is lower at non-carrier stores than at carrier stores.