Overall Residential Wireline Customer Satisfaction Increases Across the Board, J.D. Power Finds Continued Focus on the Evolving the Customer Experience Pays off COSTA MESA, Calif.: 27 Sept. 2018 — Residential wireline companies that focus on finding newer, more effective ways of communicating with their customers have driven the increase of customer satisfaction, according to the J.D. Power 2018 U.S. Residential Television Service Provider Satisfaction Study SM ; the J.D. Power 2018 U.S. Residential Internet Service Provider Satisfaction Study SM ; and the J.D. Power 2018 U.S. Residential Telephone Service Provider Satisfaction Study SM , released today. “It is clear wireline companies are putting the customer experience first, and it is paying off,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power. “Finding ways to make call centers more efficient and clarifying billing statements and contracts are just a few relatively easy things companies can be doing to improve the customer experience. Additionally, methods in which companies are communicating service and product updates have been evolving with the technology itself and has proven to be a valuable approach to high customer satisfaction.” Study Rankings Residential Internet Service Provider Satisfaction Study Verizon ranks highest in the East region (750); AT&T/DIRECTV ranks highest in the North Central region (717) and the South region (749); and Cable One ranks highest in the West region (722). Residential Telephone Service Provider Satisfaction Study Verizon ranks highest in the East region (768); AT&T/DIRECTV ranks highest in the North Central region (747) and South region (776); and Cox Communications ranks highest in the West region (751). Residential Television Service Provider Satisfaction Study DISH Network performs highest in overall satisfaction in the national segment with a score of 753. DISH Network ranks highest in the North Central region (754) and West region (749). AT&T/DIRECTV ranks highest in the East region (767) and South region (765). The annual wireline studies, now in their 17th year, evaluate residential customers’ experiences with TV, internet and phone services in four geographical regions: East, South, North Central and West. The ISP and telephone studies measure customer satisfaction across five factors: network performance and reliability; cost of service; billing; communication; and customer service. The TV study measures satisfaction in those same five factors plus a sixth: programming. The 2018 U.S. wireline studies are based on responses from 27,765 customers nationwide who evaluated their cable/satellite TV, high-speed internet and telephone service providers. The studies were fielded in four waves: November 2017, January-February 2018, April-May 2018 and July 2018. See the complete regional rankings at http://www.jdpower.com/pr-id/2018181.
Transcript
Overall Residential Wireline Customer Satisfaction Increases Across the Board, J.D. Power Finds Continued Focus on the Evolving the Customer Experience Pays off COSTA MESA, Calif.: 27 Sept. 2018 — Residential wireline companies that focus on finding newer, more effective ways of communicating with their customers have driven the increase of customer satisfaction, according to the J.D. Power 2018 U.S. Residential Television Service Provider Satisfaction StudySM; the J.D. Power 2018 U.S. Residential Internet Service Provider Satisfaction StudySM; and the J.D. Power 2018 U.S. Residential Telephone Service Provider Satisfaction StudySM, released today. “It is clear wireline companies are putting the customer experience first, and it is paying off,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power. “Finding ways to make call centers more efficient and clarifying billing statements and contracts are just a few relatively easy things companies can be doing to improve the customer experience. Additionally, methods in which companies are communicating service and product updates have been evolving with the technology itself and has proven to be a valuable approach to high customer satisfaction.” Study Rankings Residential Internet Service Provider Satisfaction Study Verizon ranks highest in the East region (750); AT&T/DIRECTV ranks highest in the North Central region (717) and the South region (749); and Cable One ranks highest in the West region (722). Residential Telephone Service Provider Satisfaction Study Verizon ranks highest in the East region (768); AT&T/DIRECTV ranks highest in the North Central region (747) and South region (776); and Cox Communications ranks highest in the West region (751). Residential Television Service Provider Satisfaction Study DISH Network performs highest in overall satisfaction in the national segment with a score of 753. DISH Network ranks highest in the North Central region (754) and West region (749). AT&T/DIRECTV ranks highest in the East region (767) and South region (765). The annual wireline studies, now in their 17th year, evaluate residential customers’ experiences with TV, internet and phone services in four geographical regions: East, South, North Central and West. The ISP and telephone studies measure customer satisfaction across five factors: network performance and reliability; cost of service; billing; communication; and customer service. The TV study measures satisfaction in those same five factors plus a sixth: programming. The 2018 U.S. wireline studies are based on responses from 27,765 customers nationwide who evaluated their cable/satellite TV, high-speed internet and telephone service providers. The studies were fielded in four waves: November 2017, January-February 2018, April-May 2018 and July 2018. See the complete regional rankings at http://www.jdpower.com/pr-id/2018181.
For more information about the U.S. Wireline studies visit https://www.jdpower.com/business/resource/us-residential-internet-service-provider-customer-satisfaction-study, https://www.jdpower.com/business/resource/jd-power-residential-telephone-customer-satisfaction-study or https://www.jdpower.com/business/resource/us-residential-television-customer-satisfaction-study. J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Media Relations Contacts Geno Effler; West Coast; 714-621-6224; [email protected] John Roderick; St. James, N.Y.; 631-584-2200; [email protected] About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info
J.D. Power2018 U.S. Residential Internet Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingEast Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Internet Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the East Region are Connecticut, Delaware, District of Columbia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, Vermont, Virginia and West Virginia
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
717
703
700
698
654
0 200 400 600 800 1000
AT&T/DIRECTV
North Central Average
Comcast (XFINITY)
Spectrum
Frontier Communications
J.D. Power2018 U.S. Residential Internet Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingNorth Central Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Internet Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the North Central Region are Illinois, Indiana, Michigan, Ohio and Wisconsin
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
749
739
730
725
720
709
690
682
659
0 200 400 600 800 1000
AT&T/DIRECTV
Comcast (XFINITY)
South Average
Spectrum
Cox Communications
Suddenlink
Frontier Communications
CenturyLink
Windstream
J.D. Power2018 U.S. Residential Internet Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingSouth Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Internet Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the South Region are Alabama, Arkansas, Florida, Georgia, Kansas, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, Oklahoma, South Carolina, Tennessee and Texas
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
722
714
708
708
705
696
663
659
653
0 200 400 600 800 1000
Cable One
Cox Communications
AT&T/DIRECTV
Spectrum
Comcast (XFINITY)
West Average
CenturyLink
Mediacom Communications
Frontier Communications
J.D. Power2018 U.S. Residential Internet Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingWest Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Internet Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the West Region are Arizona, California, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
768
743
730
721
718
718
0 200 400 600 800 1000
Verizon
East Average
Comcast (XFINITY)
Frontier Communications
Optimum
Spectrum
J.D. Power2018 U.S. Residential Telephone Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingEast Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Telephone Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the East Region are Connecticut, Delaware, District of Columbia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, Vermont, Virginia and West Virginia
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
747
732
725
712
707
0 200 400 600 800 1000
AT&T/DIRECTV
North Central Average
Comcast (XFINITY)
Spectrum
Frontier Communications
J.D. Power2018 U.S. Residential Telephone Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingNorth Central Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Telephone Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the North Central Region are Illinois, Indiana, Michigan, Ohio and Wisconsin
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
776
763
761
760
747
739
714
703
0 200 400 600 800 1000
AT&T/DIRECTV
Cox Communications
South Average
Comcast (XFINITY)
Spectrum
CenturyLink
Frontier Communications
Windstream
J.D. Power2018 U.S. Residential Telephone Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingSouth Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Telephone Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the South Region are Alabama, Arkansas, Florida, Georgia, Kansas, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, Oklahoma, South Carolina, Tennessee and Texas
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
751
739
728
728
723
711
704
0 200 400 600 800 1000
Cox Communications
AT&T/DIRECTV
Comcast (XFINITY)
West Average
Spectrum
CenturyLink
Frontier Communications
J.D. Power2018 U.S. Residential Telephone Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingWest Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Telephone Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the West Region are Arizona, California, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
767
763
748
725
717
710
699
684
0 200 400 600 800 1000
AT&T/DIRECTV
Verizon
DISH Network
East Average
Cox Communications
Comcast (XFINITY)
Optimum
Spectrum
J.D. Power2018 U.S. Residential Television Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingEast Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Television Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the East Region are Connecticut, Delaware, District of Columbia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, Vermont, Virginia and West Virginia
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
754
734
719
710
699
0 200 400 600 800 1000
DISH Network
AT&T/DIRECTV
North Central Average
Comcast (XFINITY)
Spectrum
J.D. Power2018 U.S. Residential Television Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingNorth Central Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Television Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the North Central Region are Illinois, Indiana, Michigan, Ohio and Wisconsin
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
765
757
746
736
736
729
705
0 200 400 600 800 1000
AT&T/DIRECTV
DISH Network
South Average
Comcast (XFINITY)
Cox Communications
Spectrum
Suddenlink
J.D. Power2018 U.S. Residential Television Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingSouth Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Television Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the South Region are Alabama, Arkansas, Florida, Georgia, Kansas, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, Oklahoma, South Carolina, Tennessee and Texas
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
749
729
727
724
717
714
698
0 200 400 600 800 1000
DISH Network
AT&T/DIRECTV
Cox Communications
West Average
Spectrum
Comcast (XFINITY)
CenturyLink
J.D. Power2018 U.S. Residential Television Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingWest Region
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Television Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the West Region are Arizona, California, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming
Among the bestBetter than mostAbout averageThe rest
Power Circle Ratings Legend
753
751
731
717
713
0 200 400 600 800 1000
DISH Network
AT&T/DIRECTV
Industry Average
Comcast (XFINITY)
Spectrum
J.D. Power2018 U.S. Residential Television Service Provider Satisfaction
StudySM
Overall Customer Satisfaction Index RankingNational
(Based on a 1,000-point scale)
JDPower.comPower Circle RatingsTM
for consumers:
Source: J.D. Power 2018 U.S. Residential Television Service Provider Satisfaction StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.
Note: Included in the average but not ranked due to insufficient market share in one or more regions are CenturyLink, Cox Communications, Frontier Communications, Mediacom Communications, Optimum, Suddenlink, Verizon and WOW! (Wide Open West)
Among the bestBetter than mostAbout averageThe rest
