Satisfaction Gap Between Large and Small Business Wireline Customers Increases, J.D. Power Finds
AT&T Ranks Highest for Large Enterprise for Second Consecutive Year; Verizon Ranks Highest for Small/Medium Business for Third Consecutive Year and Very Small Business
COSTA MESA, Calif., July 11, 2019 /PRNewswire/ -- For the third straight year, the satisfaction gap between large enterprise and very small business wireline customers has increased, according to the J.D. Power 2019 U.S. Business Wireline Satisfaction StudySM, released today.
"Very small business customers who have had issues with their business lines view their provider as less trustworthy and reliable, but if you look at the large enterprise segment, that is not the case," said Ian Greenblatt, Managing Director at J.D. Power. "Smaller business customers may be less profitable, but if wireline companies can address the opportunities in very small business customer service, they will see an increase in satisfaction and, ultimately, retention."
Study Results
For the large enterprise segment, AT&T ranks highest with a score of 844. Verizon (833) ranks second and CenturyLink (806) ranks third.
For the small/medium business segment, Verizon ranks highest with a score of 813. AT&T (812) ranks second and Cox (789) ranks third.
For the very small business segment, Verizon ranks highest with a score of 762. Cox (756) ranks second and Comcast (739) ranks third.
The 2019 U.S. Business Wireline is based on responses from 3,424 customers who contacted their carrier's customer care department within the past three months. The study evaluates business wireline experiences across 6 different factors: performance and reliability, cost of service, communications, sales representatives and account executives, billing, and customer service. The study was fielded from April-May 2019.
For more information about the U.S. Business Wireline Satisfaction Study, visit https://www.jdpower.com/business/resource/us-business-wireline-satisfaction-study.
See the online press release at http://www.jdpower.com/pr-id/2019107.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
Media Relations Contacts
Geno Effler, J.D. Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]
About J.D. Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info
SOURCE J.D. Power
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