See how the big carriers and cable companies fared in this head-to-head battle.

James Anderson, Senior News Editor

July 13, 2019

10 Slides

Verizon just bested carrier rival AT&T in two out of three business customer satisfaction rankings.

J.D. Power this week unveiled its 2019 Business Wireline Satisfaction Study results, in which 3,424 companies rated how well their service providers support them. The customer respondents contacted their carrier’s customer care departments at some point in the last three months. The customers evaluated six factors, including billing, cost and reliability. J.D. Power conducted its survey in April and May.

The study measured satisfaction ratings for Verizon, AT&T, CenturyLink, Comcast, Spectrum Enterprise, Cox and Frontier.

J.D. Power concluded that the “satisfaction gap” between large enterprises and very small businesses grew for a third consecutive year. The carriers on average earned a satisfaction score of 838 from their largest customers and 735 from their smallest. That’ a 97-point gap for those counting at home.

“Very small business customers who have had issues with their business lines view their provider as less trustworthy and reliable, but if you look at the large enterprise segment, that is not the case,” J.D. Power managing director Ian Greenblatt said. “Smaller business customers may be less profitable, but if wireline companies can address the opportunities in very small business customer service, they will see an increase in satisfaction and, ultimately, retention.”

We covered the results below, where you can see how the seven vendors performed compared to previous years and in relation to their competitors.

We offered up results from the 2018 Business Wireline Satisfaction Study if you’d like to reminisce.

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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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