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.”…
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…
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…
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…
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…
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…
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…
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…
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…
While COVID-19 unemployment applications continue to pile up, one company that is hiring is Verizon, which plans to hire 950 new customer service representatives (CSRs) for home-based positions. In an interview with Telecompetitor, Verizon Senior Vice President and Head of…
Verizon and Google are piloting artificial intelligence-based contact center technology that potentially could ease customer interactions with the carrier. Google Cloud Contact Center Artificial Intelligence uses natural language recognition, faster processing and real-time access to customer insights and product information…
Customer satisfaction with their internet service providers (ISPs) increased 4.8% over last year, according to the American Customer Satisfaction Index (ACSI). Despite the increase, however, ISP customer satisfaction was the second worst of 46 industries that ACSI studies. ISPs’ average…
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