2014

J.D. Power Reports: Managing Expectations for Service Restoration Becomes Critical as Outage-Related Issues Take a Toll on Performance and Reliability Satisfaction with Residential Telephone Service Verizon Ranks Highest in Customer Satisfaction in the East, West and South Regions, while WOW! (Wide Open West) Ranks Highest in the North Central Region

WESTLAKE VILLAGE, Calif., Sept. 26, 2013 /PRNewswire/ -- Service outages due to severe weather or technical blackouts have a notably negative impact on satisfaction with telephone service performance and reliability among residential customers, according to the J.D. Power 2013 U.S. Residential Telephone Service Provider Satisfaction StudySM released today.

(Logo: http://photos.prnewswire.com/prnh/20130605/LA26502LOGO)

KEY FINDINGS

  • Overall customer satisfaction among telephone service customers is 710 on a 1,000-point scale.
  • Satisfaction is 727 among customers who do not experience a service outage—85 points higher than among those who do experience at least one service outage (642).
  • Nearly one-fourth (21%) of customers indicate experiencing a service outage during the past year.
  • Performance and reliability is the most critical factor in driving overall satisfaction and meeting customer expectations.
  • The incidence of customers who indicate they plan to drop their current telephone service during the next 12 months increases by 46 percent among those who have experienced a service outage, compared with those who have not experienced an outage (15% vs. 8%, respectively).
  • The average monthly bill for telephone service is $45.

"Given that performance and reliability is the most influential factor contributing to overall satisfaction, outages have an adverse negative impact on customer loyalty that cannot be ignored," said Kirk Parsons, senior director of telecommunications at J.D. Power. "Reducing the number of outages may go a long way in retaining customers and growing the number of services purchased in the future."

Rankings



Overall Customer Satisfaction Index Scores

J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)

For Consumers




East Region






Verizon

729

5

Cox Communications

721

4

East Region Average

712

3

Optimum

708

3

AT&T

707

3

XFINITY

707

3

Frontier Communications

681

2

Time Warner Cable

672

2




West Region






Verizon

728

5

Cox Communications

718

4

AT&T

705

3

West Region Average

703

3

XFINITY

696

3

CenturyLink

693

2

Charter Communications

685

2

Frontier Communications

684

2

Time Warner Cable

682

2




South Region






Verizon

742

5

Bright House Networks

740

5

AT&T

725

4

Cox Communications

720

3

South Region Average

716

3

Windstream

708

3

Charter Communications

702

2

CenturyLink

694

2

XFINITY

693

2

Time Warner Cable

687

2




North Central Region






WOW! (Wide Open West)

743

5

AT&T

721

4

North Central Region Average

702

3

Cincinnati Bell

698

3

XFINITY

697

3

Charter Communications

685

2

Time Warner Cable

681

2

CenturyLink

670

2

Frontier Communications

666

2




Power Circle Ratings Legend



5 – Among the best



4 – Better than most



3 – About average



2 – The rest



The 2013 U.S. Residential Telephone Service Provider Satisfaction Study is based on responses from 19,432 customers nationwide who receive their local and long distance telephone service from one provider. The study was fielded in four waves: November 2012, January 2013, April 2013 and July 2013. Now in its 18th year, the study measures customer satisfaction with telephone service based on five factors: performance and reliability; cost of service; billing; communication; and customer service.

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; media.relations@jdpa.com
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; media.relations@jdpa.com
About J.D. Power and Advertising/Promotional Rules
www.jdpower.com/corporate
About McGraw Hill Financial
www.mhfi.com 

 

 

SOURCE J.D. Power and Associates



RELATED LINKS
http://www.jdpower.com

Custom Packages

Browse our custom packages or build your own to meet your unique communications needs.

Start today.

 

PR Newswire Membership

Fill out a PR Newswire membership form or contact us at (888) 776-0942.

Learn about PR Newswire services

Request more information about PR Newswire products and services or call us at (888) 776-0942.