J.D. Power and Associates Reports: BellSouth Ranks Highest in Business Local and Long Distance Telephone Service Satisfaction
Posted on: Wednesday, 26 April 2006, 09:00 CDT
WESTLAKE VILLAGE, Calif., April 26 /PRNewswire/ -- BellSouth ranks highest in satisfying business customers with both local and long distance telephone service, according to the J.D. Power and Associates 2006 Major Provider Business Telecommunications Voice Services Study(SM) released today.
(Logo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-a )
The study measures satisfaction among small, midsize and large business customers in the United States with both local and long distance telephone service providers. Overall satisfaction is measured using seven factors: performance and reliability; billing; sales representatives/account executives; company image; cost of service; offerings and promotions; and customer service.
With an overall index score of 701 on a 1,000-point scale, BellSouth ranks highest among local service providers with segment-leading ratings in six of the seven factors: customer service; billing; performance and reliability; sales representatives/account executives; company image; and offerings and promotions. MCI follows BellSouth in the local service rankings and performs well in the cost of service factor. Verizon follows MCI to rank third in the segment.
Among long distance service providers, BellSouth ranks highest with an index score of 724 and receives top ratings from customers in five of the seven factors: billing; performance and reliability; sales representatives/ account executives; company image; and offerings and promotions. Verizon follows BellSouth in the rankings, performing well in all factors. AT&T/SBC follows Verizon to rank third in the segment.
The study finds that the segment average for long distance service has dropped from 726 index points in 2005 to 700 points in 2006, with customer satisfaction declining in all seven factors. The largest declines occur in the factors for cost of service and sales representative/account executive -- each dropping by 36 index points from 2005.
Overall customer satisfaction with local telephone service has also decreased, with the segment average dropping by 45 index points from 2005. Although all seven factors experience a decline in satisfaction, cost of service experiences the most significant decline, falling 51 index points from 2005.
"Uncertainties in the telecommunications industry -- such as acquisitions and mergers -- have created several challenges for providers when it comes to raising customer confidence and satisfaction," said Steve Kirkeby, executive director of telecommunications and technology at J.D. Power and Associates. "However, the issue of customer uncertainty can be overcome through the presence of well-informed sales representatives and account executives who are prepared to address customer questions and concerns. Customers will feel that their carrier understands their needs and will be better informed of the products and services available to them. Communicating with clients is the key to improving customer satisfaction in an uncertain market."
The study also finds that the likelihood of bundling multiple phone services with one company has increased among both local and long distance business customers. Forty-three percent of local service customers and 40 percent of long distance service customers indicate they "definitely/probably" will bundle their phone services -- an increase of 5 percent and 2 percent, respectively, from 2005.
"Meeting customer needs through the convenience of bundling is another opportunity for phone service providers to raise satisfaction," said Kirkeby. "Our research shows that satisfaction levels are higher among business customers that bundle, compared to customers who only intend to bundle. The expectation of 'greener pastures,' i.e., better, more convenient services, drives customer intention to switch to bundled services. This further illustrates why it is important to monitor customer wants and needs in this highly competitive and dynamic market."
The 2006 Major Provider Business Telecommunications Services Study is based on responses from 8,991 business customers with telecom services at small, midsize and large U.S. businesses and includes evaluation of their data and voice service providers. J.D. Power and Associates released a study evaluation of data service providers in early April.
2006 Major Provider Business Telecommunications Voice Services Study Customer Satisfaction Index Scores Local Telephone Service Segment (Based on a 1,000-point scale) BellSouth 701 MCI 685 Verizon 684 AT&T/SBC 679 Local Major Provider Segment Average 678 Sprint 666 Qwest 638 Long Distance Telephone Service Segment (Based on a 1,000-point scale) BellSouth 724 Verizon 717 AT&T/SBC 700 Long Distance Major Provider Segment Average 700 Sprint 693 MCI 689 Qwest 662 A PDF version of this ranking chart is available at: http://www.jdpower.com/news/releases/pressrelease.asp?ID=2006064 About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 290 offices in 38 countries. Sales in 2005 were $6.0 billion. Additional information is available at http://www.mcgraw-hill.com/.
J.D. Power and Associates Media Relations Contacts: John Tews Peter Dadlani Director, Media Relations Supervisor, Media Relations Troy, Mich. Westlake Village, Calif. (248) 312-4119 (805) 418-8103 john.tews@jdpa.com peter.dadlani@jdpa.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/
Photo: NewsCom: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-aPRN Photo Desk, photodesk@prnewswire.com
J.D. Power and Associates
CONTACT: John Tews, Director, Media Relations, Troy, Mich.,+1-248-312-4119, john.tews@jdpa.com, or Peter Dadlani, Supervisor, MediaRelations, Westlake Village, Calif., +1-805-418-8103, peter.dadlani@jdpa.com,both of J.D. Power and Associates
Web site: http://www.mcgraw-hill.com/
Web site: http://www.jdpower.com/
Source: PRNewswire
Related Articles
- Ventyx and EnerNex Lead Charge on Wind Development and Integration Study for Nebraska Power Association
- Apogee Interactive Addresses American Public Power Association's 2008 Customer Connections Conference in Music City
- Representatives From Solar Electric Power Association (SEPA) to Ring the NASDAQ Stock Market Closing Bell
- Evolution Solar Joins Solar Electric Power Association
- National Public Power Association Names 2008-2009 Officers
- Duke Energy Indiana to Sell Wabash River Station Unit #1 to Wabash Valley Power Association
- PG&E Recognized for Solar Efforts By Solar Electric Power Association
- South Mississippi Electric Power Association to Participate In LS Power's Plum Point Energy Station Through 200 MW Power Purchase Agreement
- Wharton School Partners With Service & Support Professionals Association to Drive Thought Leadership and Management Development in Technology Services
- Sprint Launches Bundled Local, Long-Distance, Wireless Service
 |
 |
User Comments (0)
RSS Feeds