J.D. Power: Cox tops in high-speed customer satisfaction

Tue, 09/20/2005 - 8:00pm
Jeff Baumgartner, CED

Cox Communications outranks all others when it comes to satisfying high-speed data customers, according to a new report from J.D. Power and Associates.

Cox posted a customer satisfaction index score of 733 -- 20 points more than its score in 2004. Verizon was second with a score of 729, followed by BellSouth (725), Bright House (724), SBC Yahoo (723), EarthLink (721), and Time Warner Cable (714).

Cable operators dominated the scoring below the segment average of 698. Those falling below the line in the J.D. Powers study were Cablevision Systems Corp., Charter Communications, Qwest, Comcast Cable and Adelphia Communications. A full list of scores is available on the Web.

On the dial-up side of the Internet fence, SBC Yahoo! ranked highest, with a score of 730.

J.D. Power's scores are based on factors such as performance and reliability, cost of service, image, technical support and e-mail services.

In other findings, J.D. Power said competition in the high-speed sector is creating lower prices. High-speed users reported spending $43.83 per month on average, down from $44.12 in 2004.

And there appears to be a lot of growth still to be had among high-speed Internet service providers. According to J.D. Power, nearly one-third of current dial-up users intend to switch to broadband in the next six months.


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