Residential telephone subscribers are most pleased with the service of their cable operators, not the incumbent phone companies, according to results from the J.D. Power and Associates Residential Telephone Customer Satisfaction Study which used five factors--performance and reliability; cost of service; billing; offerings and promotions; and customer service-to determine the results. Overall, providers averaged 657 on a 1,000 point scale, a four point over 2009 and cable operators all dominated regional results with higher than average satisfaction.
In the East, Cablevision Systems (NYSE: CVC) Optimum Voice (689 points) topped everyone followed by Cox Communications (677) and Windstream (Nasdaq: WIN) (671). In the South it was Bright House Networks (724 points) followed by Cox (701) and Verizon (NYSE: VZ) (673). Tops in the North Central Region was Wide Open West (742 points) followed by Cincinnati Bell (NYSE: CBB) (696) and TDS Telecom (694). Finally, out West it was Cox (693) on top followed by Time Warner Cable (NYSE: TWC-WI) (661) and Qwest (NYSE: Q) (653).
The improved ratings came mainly from improved customer service, J.D. Power said in a news release and that is "primarily attributable to improvements in customer support systems and processes ... (and) among those customers who have contacted customer service during the past 12 months, 31 percent of their oval satisfaction can be attributed to the quality of that customer care interaction."
- see this news release (PDF)
JD Power: AT&T U-verse, Verizon FiOS lead TV satisfaction