Frontier Communications has a bit of a tarnished customer service reputation, having recently emerged from bankruptcy. Some would argue the company is a good candidate for a fresh, new brand. But new President and CEO Nick Jeffery is not totally…
Customer Satisfaction
Midco Ranked #1 in Residential Internet Service Satisfaction in the West
November 15, 2021 – Sioux Falls, SD: Midco, the leading provider of reliable, high-speed internet, was named the best in the West region in the J.D. Power 2021 Residential Internet Service Satisfaction Study. “Our customers share great insights. They help…
The First Step in Your Customer Experience Journey: Mapping the Customer Journey
Businesses of all types and sizes are embracing the customer experience, commonly referred to as CX. It is gaining traction in the broadband industry, as service providers look to build long term value with customers and meet increasing competitive challenges….
Consumer Reports Research Sheds Light on Broadband Cost, Competition Debate
Forty-three percent of broadband subscribers are dissatisfied with the cost of their internet service, according to a new report from Consumer Reports. This includes 27% who are “somewhat” dissatisfied, 10% who are “very” dissatisfied and 5% who are “completely dissatisfied.”…
AT&T Wins Big in J.D. Power Business Broadband Satisfaction Survey
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…
ISP Satisfaction Study: Customer Experience Benchmarks See Declines
The American Customer Satisfaction Index (ACSI) Telecommunications Study 2020-2021 found that overall satisfaction with ISPs remained consistent between 2020 and 2021, but that there was some shifting within the group. Customer experience benchmarks dropped and third party in-home WiFi providers…
Study: Pandemic Surge Impacts ISP Customer Satisfaction
EarthLink finished first in all four categories — speed, price, reliability, and customer service – in HighSpeedInternet.com’s 2021 ISP customer satisfaction study. In addition to assessing providers, the firm identified three key trends. It pointed out that the previous survey…
Report: ISP Customer Satisfaction Steady, Subscription TV Satisfaction Up
Customer satisfaction with their internet service provider remained steady, according to a new ISP customer satisfaction report from the American Customer Satisfaction Index (ACSI). The research was part of the ACSI Telecommunications Study 2020-2021, which also found an increase in…
Mobile Consumer Satisfaction: AT&T, Verizon, Xfinity Mobile See Strong Scores
A comprehensive look at consumer feelings about various wireless sectors and providers suggests that the industry held up well in the face of the huge burdens brought by the COVID-19 pandemic. The overall mobile consumer satisfaction score “remains steady” at…
J.D. Power: T-Mobile Tops on Mobile Purchase Experience
More than three in ten consumers – 31% — who purchased mobile service from a network operator during the past three months say that plan features and pricing are not easy to understand, according to J.D. Power. And that has…
J.D. Power: Apps Can Enhance Wireless Carrier Satisfaction
T-Mobile, Metro by T-Mobile and Consumer Cellular ranked highest in customer satisfaction in three classes of mobile operations, according to two wireless carrier satisfaction studies by J.D. Power. The market research firm noted that customers across all age groups are…
Report: AT&T Tops in Residential ISP Satisfaction in 3 of 4 Regions
AT&T had the highest residential ISP satisfaction in the north central, south and west regions of the United States, according to a report from J.D. Power. The J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction Study found that Verizon…
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