Frost & Sullivan: Time Warner Cable Business Class is the Primary Network Service Provider of Choice for U.S. Business Communications Executives

Survey shows that the company scores the highest for customer loyalty in a highly competitive market

Feb 06, 2013, 07:45 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., Feb. 6, 2013 /PRNewswire/ -- On the basis of Frost & Sullivan's independent research, 2012 United States Business Connectivity Services User Survey, Time Warner Cable Business Class emerged as the company with the highest loyalty in the primary network service provider category among surveyed U.S. business communications executives.

"Frost & Sullivan's survey of U.S. telecom and network decision makers revealed that current business customers of Time Warner Cable Business Class are less likely to switch to another network service provider compared to customers of its nearest competitors," said Frost & Sullivan Research Analyst Karolina Olszewska. "In fact, more than eight out of 10 Time Warner Cable Business Class customers are not at risk of switching."

In this highly competitive market, the top factors influencing switching behavior are price-related. Furthermore, customer support/care is also a strong factor that could impact switching behavior. Even though 83 percent of current customers of Time Warner Cable Business Class are categorized as "low risk" of switching, Time Warner Cable Business Class has to keep a sustained effort to retain customers since the market is crowded with strong incumbent, regional and competitive local exchange carriers (ILEC, RLEC and CLEC) and compelling product portfolios.

"Keeping price points competitive will likely be an ongoing challenge for the company in this increasingly crowded industry," stressed Olszewska.

Even though network service provider selection still leans toward the large ILECs, they are no longer the default choice, or even preference, for multi-site small, mid-market and even some large local businesses. Instead they prefer multi-system operators (MSOs) like Time Warner Cable Business Class' which has national networks comprising an optical fiber core network, metro fiber networks and dense local hybrid fiber-copper access infrastructure, over which it is offering an expanding range of Ethernet-based network solutions.

"Our research clearly shows that Time Warner Cable Business Class is focused on leveraging and improving its already strong customer support, easy-to-understand pricing structure, strong local presence and targeted bundled offerings, enabling it to retain existing customers, and maximize future market share through both direct and indirect purchasing channels," concluded Olszewska.

"We are thrilled to receive this recognition from Frost & Sullivan and our customers," said Gerry Campbell, Executive Vice President of Business Services, Time Warner Cable.  "We believe in putting our customers first, offering them a full complement of business communications tools, and working with them to tailor a solution that helps their businesses succeed.  Our employee's practice this every day, and we will continue to deliver the quality products, services and support our customers expect."

Overall, it is no surprise that Time Warner Cable Business Class received the highest points for customer loyalty in the 2012 United States Business Connectivity Services User Survey. Frost & Sullivan Business Executives' Choice Award is bestowed upon the company that demonstrates excellence in its category.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

About Time Warner Cable Business Class
Time Warner Cable Business Class, a division of Time Warner Cable (NYSE: TWC), offers a full complement of business communications tools to small-and medium-sized businesses and enterprise-sized companies. Its phone, Internet, Ethernet, cable TV and security solutions are enhanced by award-winning customer service and local support teams.  Through its NaviSite subsidiary, the Company also offers managed and outsourced information technology solutions and cloud services.  Time Warner Cable Business Class was founded in 1998. Today, it serves approximately 550,000 business customers throughout Time Warner Cable's markets. For more information visit

Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting more than 15 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and managed and outsourced information technology solutions and cloud services.  Time Warner Cable Media, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at, and

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SOURCE Frost & Sullivan