J.D. Power and Associates Reports: Optimum Business and Verizon Rank Highest in Satisfying Business Customers With Telecommunications Data Services
Posted on: Thursday, 18 June 2009, 08:59 CDT
Improvements in Customer Service Lead to Overall Satisfaction Gains
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With an index score of 654 on a 1,000-point scale, Optimum Business by Cablevision ranks highest in the home-based business segment--a new segment in the 2009 study. Optimum Business performs particularly well in performance and reliability, as well as offerings and promotions. Cox Communications (637) and EMBARQ (629) follow in the segment rankings.
Optimum Business also ranks highest in the small/midsize business segment with a score of 673, performing particularly well in four of the six factors driving satisfaction: sales representatives/account executives; billing; cost of service; and offerings and promotions. Cox Communications follows Optimum Business in the segment rankings with a score of 669, while AT&T ranks third with 632.
In the large enterprise business segment, Verizon ranks highest in customer satisfaction with a score of 694, performing particularly well in five factors: performance and reliability; sales representatives/account executives; customer service; cost of service; and offerings and promotions. Time
After a sharp decline in satisfaction scores in the small/midsize and large enterprise business segments between 2007 and 2008, overall satisfaction in both segments increases in 2009, driven by improvements in the billing and customer service factors.
Comparison of Overall Satisfaction Scores by Segment, 2008-2009 Segment 2008 2009 Difference Small/midsize business segment average 600 627 27 points Large enterprise business segment average 665 672 7 points"Providers have taken major steps to improve customer service since the 2008 study, and those investments are beginning to pay off," said
The study also finds a considerable decline in the percentage of small/midsize and large enterprise business customers who said they had difficulty understanding the customer service representative, which includes a lack of understanding of the problem by the customer service representative and issues with the clarity of a customer service representative's response. Among small/midsize business customers, 16 percent report having experienced this problem, compared with 23 percent in 2008. Only 13 percent of large enterprise business customers report having experienced this problem--down from 26 percent in 2008.
"The sharp decline in communication-related problems between customer service representatives and their clients is just another example of how strong internal training programs pay long-term dividends for business services providers," said Perazzini. "These results are particularly impressive considering that there were no major differences in network outage performance between 2008 and 2009."
The study measures customer satisfaction with providers of telecommunications data services, such as cable modem, DSL, T1, T3/DS3, Ethernet and frame relay. Providers are ranked in three segments: home-based businesses (companies based in a residential location with one to five employees); small/midsize businesses (companies with two to 499 employees); and large enterprise businesses (companies with 500 or more employees). Five factors are used to measure satisfaction across all three segments: performance and reliability; billing; cost of service; offerings and promotions; and customer service. A sixth factor--sales representatives/account executives--is included for small/midsize businesses and large enterprise businesses.
The 2009 Major Provider Business Telecommunications Study is based on responses from 4,252 business customers with telecommunications data services at home-based, small/midsize and large enterprise business in
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SOURCE J.D. Power and Associates
Source: PR Newswire
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