Telecom Services Rank High in Customer Satisfaction
Telecom Services Rank High in Customer Satisfaction –
See more at: http://www.ustelecom.org/blog/telecom-services-rank-high-customer-satisfaction#sthash.BsB6rUbr.dpuf
USTelecom Media10.05.2015According to a recent series of J.D. Power surveys (link is external) gauging customers’ satisfaction, telecom companies are among the highest-ranking providers of residential Internet, television and telephone services. Key findings across the three studies include:
Verizon took the top spot for ISP customer satisfaction in the East (738), the South (749) and West (732). AT&T ranked first in the North Central region at 726. Overall, satisfaction with network performance and reliability jumped 16 percentage points from 2014 to 2015, reaching a score of 716. this article about customer trust asserts that the number of customers who opt for premium Internet speed packages has risen from 27 percent in 2014 to 37 percent in 2015. Those with premium speed report a satisfaction level of 751 compared with 695 for those who do not have premium service.
AT&T garnered the highest ranking in telephone customer satisfaction in the North Central and West regions (758, respectively). Verizon rose to the top rank in the East (769) and South (773). Nationwide, overall satisfaction with network performance and reliability jumped to 789 from 754 in 2014.
Telecom providers took top ranking in several areas, with AT&T U-verse and DIRECTV tying at 750 in the North Central region, and Verizon FiOS ranking first in the South region. Customer satisfaction with television service jumped 24 points from 699 in 2013 to 723 in 2015. J.D. Power cites the 39-point increase in satisfaction in network performance and reliability during the same timeframe as a key driver of this spike. “The ability to provide a high-quality experience with all wireline services is paramount, as performance and reliability is the most critical driver of overall satisfaction,” noted Kirk Parsons, senior director and technology, media & telecom practice leader at J.D. Power. “The fact that households continue to choose to upgrade their wireline connection to digital service is a testament to its improved performance and benefits, such as higher quality video and faster Internet speeds.” For a more in-depth analysis of J.D. Power’s findings check out this report in Multichannel News – See more at: http://www.ustelecom.org/blog/telecom-services-rank-high-customer-satisfaction#sthash.BsB6rUbr.dpuf