Verizon Top Telecom for Large Biz Data Services

May 20, 2011

This article is included in these additional categories:

Analytics, Automated & MarTech | B2B | Brand Metrics | Data-driven | Mobile Phone | Technology | Telecom

jdpower-biztel-large-enterprise-may-2011.JPGVerizon is the top-ranked US telecommunications provider for data services among large enterprises with a score of 698 out of 1,000, according to the J.D. Power and Associates 2011 U.S. Major Provider Business Telecommunications Study. Verizon performs particularly well in all six factors covered by the study: performance and reliability; sales representatives/account executives; customer service; cost of service; billing and offerings; and promotions.

AT&T follows Verizon in the segment rankings with a score of 653. Verizon is the only provider to score higher than the industry average of 668 in the large enterprise segment.

Cablevision Big with SMBs

jdpower-biztel-smb-may-2011.JPGOptimum Business by Cablevision ranks highest in the small/midsize business segment with a score of 681, and performs particularly well in five of the six factors driving satisfaction: sales representatives/account executives; cost of service; performance and reliability; offerings and promotions; and customer service.

Cox follows Optimum Business in the segment rankings with a score of 656, and Comcast ranks third with 631. Qwest (622) also surpassed the industry average score of 620 in the SMB segment.

Cox Feels at Home

jdpower-biztel-data-services-may-2011.JPGWith an index score of 632, Cox Communications ranks highest in the home-based business segment. Cox performs particularly well in the cost of service and performance and reliability factors. Optimum Business (631) and Verizon (624) follow in the segment rankings.
AT&T (613) also beats the industry average score of 604 in the home-based business segment, while CenturyTel ties it.

Outages Decline Significantly

For a second consecutive year, the industry average for short- and long-duration outages has declined significantly. The average number of short-duration outages (lasting less than five minutes) experienced by customers during the past six months has decreased by more than 22%, to 4.6 incidents in 2011 from 5.9 in 2010. The average number of extended outages (greater than five minutes) has dipped more than 24% in the same period to 1.9 incidents in 2011, from 2.5 in 2010.

Empathy Key to Retaining Customers

The study finds that the greatest differences in satisfaction between customers who intend to switch and those who intend to stay with their current provider revolve around the empathy and responsiveness of account executives and customer service representatives.

E-billing Satisfies Customers

The study also finds that electronic billing has a strong effect on overall carrier satisfaction. Among customers who rate their provider a 10 on a 10-point scale, 63% indicate they use online billing systems, while those who rate their provider a 4 or lower are 10% less likely to use electronic billing. Satisfaction with the billing experience averages 715 (on a 1,000-point scale) among customers who report utilizing the online billing feature, compared with only 643 points otherwise.

Large Biz Most Optimistic for Growth

Among large enterprise businesses, the study finds early signs of economic optimism, with 53% forecasting growth in 2011, compared with 47% in 2010. This optimism has manifested itself in the number of large enterprise businesses that say they plan to add data lines in 2011; 33%, compared with 30% in 2010.

Small/midsize businesses are collectively more conservative, with 46% forecasting growth in 2011. Home-based businesses are the least optimistic, with 36% predicting growth in their businesses in 2011.

Telecom Leads Q4 DOOH RFPs

In another sign of strong performance, the telecommunications industry represented more than 50% of Q4 2010 US RFPs for digital out-of-home (DOOH) advertising by significant dollar volume, according to a February 2011 report from Adcentricity. This is a category that did not make an appearance in Adcentricity’s top five DOOH RFP list in Q3 2010 and yet, based on activity volume, heavily over-influenced the top-line numbers at the expense of other categories.

About the Data: The 2011 U.S. Major Provider Business Telecommunications Study is based on responses from 5,928 business customers of telecommunications data services at home-based, small/midsize and large enterprise businesses in the US and includes evaluations of their data service providers. The study, published by J.D. Power and Associates, was fielded in November 2010 and February 2011 and is the source of the enclosed charts.

The study measures customer satisfaction with providers of telecommunications data services, such as cable modem, DSL, T1, T3/DS3, ethernet and frame relay. Providers are ranked in three segments: home-based businesses (companies based in a residential location with one to five employees); small/midsize businesses (companies with two to 499 employees); and large enterprise businesses (companies with 500 or more employees).

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