Business Wireline Rankings: Verizon, AT&T Duel, Battle Cablecos
It was good news for the big telcos that also are big in wireless services.
Telcos and cable providers love to flood our TVs with self-congratulating advertisements, but what do customers actually think of their services — you, the business customer, in particular?
J.D. Power surveyed more than 3,100 business customers to rate how satisfied they are with their wireline provider. A couple of big-name companies improved, while others took a nosedive, and another asserted its dominance.
In the gallery below, we list the top six providers and summarize three main findings from the study. We order our pages based on the satisfaction levels of SMB customers. J.D. Power also recorded the sentiments of very small businesses and large enterprises (which we also list).
Size Matters
The study notes that very small businesses (1-19 employees) are less satisfied with their business wireline service than other business sizes. Provider scores from very small businesses averaged 729 out of 1,000 in overall satisfaction, from SMBs, it was 787; enterprises, 815.
Three categories stand out: communication, cost of service and customer service. Enterprises and SMBs averaged 5.3 and 5.9 minutes of customer hold time, respectively, while very small business customers experienced 8.9 minutes.
The study notes that very small businesses (1-19 employees) are less satisfied with their business wireline service than other business sizes. Provider scores from very small businesses averaged 729 out of 1,000 in overall satisfaction, from SMBs, it was 787; enterprises, 815.
Three categories stand out: communication, cost of service and customer service. Enterprises and SMBs averaged 5.3 and 5.9 minutes of customer hold time, respectively, while very small business customers experienced 8.9 minutes.
Account Support
J.D. Power concluded that customers were more likely to report higher satisfaction levels if the provider assigned an account representative to them. Companies with an account representative earned an average score of 834, while those requiring callers to go through a contact center scored a 751.
As you might expect, bigger business are more likely to get a representative; 61 percent of enterprises, 41 percent of SMBs and 12 percent of very small businesses.
J.D. Power concluded that customers were more likely to report higher satisfaction levels if the provider assigned an account representative to them. Companies with an account representative earned an average score of 834, while those requiring callers to go through a contact center scored a 751.
As you might expect, bigger business are more likely to get a representative; 61 percent of enterprises, 41 percent of SMBs and 12 percent of very small businesses.
Mobile Apps
The study found a correlation with satisfied customers that view their bills using text messaging or a mobile application. Website and email-using customers trailed in satisfaction, followed by users of traditional paper bills. However, only 17 percent of customers used text messaging or mobile apps for their billing.
Now, on to the rankings, from worst to first in terms as scored by SMB customers. (Enterprise and very small business rankings are listed as well ...)
The study found a correlation with satisfied customers that view their bills using text messaging or a mobile application. Website and email-using customers trailed in satisfaction, followed by users of traditional paper bills. However, only 17 percent of customers used text messaging or mobile apps for their billing.
Now, on to the rankings, from worst to first in terms as scored by SMB customers. (Enterprise and very small business rankings are listed as well ...)
6. CenturyLink
CenturyLink has rarely strayed from the media spotlight this year with its pending Level 3 acquisition and recent billing fraud lawsuit.
- Very Small Business Ranking: 6th
- Large Enterprise Ranking: 5th
CenturyLink has rarely strayed from the media spotlight this year with its pending Level 3 acquisition and recent billing fraud lawsuit.
5. Cox
- Very Small Business Ranking: 2nd
- Large Enterprise Ranking: N/A
4. Comcast
The company recently cut a deal with Charter to prevent either company from making acquisitions or working with another mobile virtual network operator during the next year.
- Very Small Business Ranking: 4th
- Large Enterprise Ranking: 3rd
The company recently cut a deal with Charter to prevent either company from making acquisitions or working with another mobile virtual network operator during the next year.
3. Charter Spectrum
A recent report said that Charter turned down a massive buyout offer from Verizon.
- Very Small Business Ranking: 5th
- Large Enterprise Ranking: 6th
A recent report said that Charter turned down a massive buyout offer from Verizon.
2. AT&T
AT&T performs consistently in other categories as well; a Vertical Systems study named it the top U.S. Ethernet carrier earlier this year.
- Very Small Business Ranking: 3rd
- Large Enterprise Ranking: 2nd
AT&T performs consistently in other categories as well; a Vertical Systems study named it the top U.S. Ethernet carrier earlier this year.
1. Verizon
Earlier this year, Verizon outbid AT&T for Straight Path, which will help support a 5G network.
- Very Small Business Ranking: 1st
- Large Enterprise Ranking: 1st
Earlier this year, Verizon outbid AT&T for Straight Path, which will help support a 5G network.
