Cablevision’s Optimum Business ranks highest in satisfying home-based and small- to mid-size business customers with telecommunications data services, while Verizon ranks highest among customers in the enterprise segment, according to the latest J.D. Power and Associates business telecommunications study.
Following Optimum Business in the home-based business segment (a new category in the J.D. Power rankings this year) were Cox Communications and Embarq. The category also included (in rank order) Verizon, Qwest, AT&T, Time Warner Cable, Comcast and Charter Communications.
Optimum Business and Cox were also 1-2 in the SMB category. AT&T ranked third, followed by Verizon, Comcast, TWC and Qwest.
In the large enterprise business segment, Verizon took the top slot, with Time Warner Cable on Verizon’s heels. The segment rankings were rounded out by AT&T and Comcast.
J.D. Power reported that improvements in billing and customer service across the survey participants led to higher satisfaction scores this year compared with the previous two years.
"Providers have taken major steps to improve customer service since the 2008 study, and those investments are beginning to pay off," said Frank Perazzini, director of telecommunications at J.D. Power and Associates. "Improved service tools and better-prepared customer service representatives have improved problem resolution during the first contact to 56 percent, compared with less than 40 percent in 2008."
“This recognition is particularly meaningful, because the J.D. Power and Associates ranking is based on information gathered from the most important audience of all – our customers,” said Joseph Varello, Cablevision's vice president of small and medium business services.
The study measured customer satisfaction with providers of telecommunications data services, such as cable modem, DSL, T1, T3/DS3, Ethernet and frame relay.