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Business Wireline Satisfaction: AT&T Surges, Verizon, Cablecos Fight for Supremacy

Business customers expressed more satisfaction with the old Ma Bell than any other wireline company. Except in one category.

James Anderson

July 17, 2018

9 Slides

The battle for telco supremacy continues to be – predictably – a two-horse race.

AT&T and Verizon were first and second in each category for J.D. Power’s latest study, although CenturyLink and Cox have made major year-over-year headway.

In its new Business Customer Wireline Satisfaction survey, J.D. Power ranks six main players in three categories: large enterprises (500 or more employees), small and medium-size businesses (20-499 employees) and very small businesses (1-19 employees). The criteria included performance, cost, communications, sales representatives, billing and customer service.

Ian Greenblatt, J.D. Power’s technology, media and telecom practice lead, says one of the major differentiators for this study was how the wireline providers communicate with their customers.

“This year’s study found that’s the simplest way to increase levels of customer satisfaction across the board, especially during outages and subsequent restoration times,” Greenblatt said.

J.D. Power surveyed nearly 3,300 customers during April and May of this year.

Scroll through the gallery below to see a breakdown of the rankings in the three categories as well as how AT&T, CenturyLink, Comcast, Cox, Spectrum and Verizon all performed.

We did a gallery on the same survey last year.

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About the Author(s)

James Anderson

Senior News Editor, Channel Futures

James Anderson is a news editor for Channel Futures. He interned with Informa while working toward his degree in journalism from Arizona State University, then joined the company after graduating. He writes about SD-WAN, telecom and cablecos, technology services distributors and carriers. He has served as a moderator for multiple panels at Channel Partners events.

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