& cplSiteName &

Verizon, Cox Rank Tops With Business

Alan Breznick
9/1/2014
50%
50%

Verizon Communications and Cox Communications generally do the best job of delivering wireline data, voice and video services to US businesses, according to the latest report from market research firm J.D. Power.

In its annual study of commercial customer satisfaction with wireline telecom providers, J.D. Power found that both very small firms (companies with up to 19 employees) and small-to-midsized businesses (SMBs) (companies with 20 to 499 employees) ranked Verizon Communications Inc. (NYSE: VZ) the highest.

Improving upon its second-place ranking in last year's survey, Verizon beat out all other major US telcos and cable operators in both categories and almost achieved a hat-trick, coming in a close second among large enterprises (companies with 500 or more employees).

As it did last year, Cox Communications Inc. starred among the big US cable providers, although it didn't quite match last year's stellar performance when it captured top honors in two of the three segments. The third-largest US MSO came in a close second to Verizon in both the very small business and SMB segments, while edging out Verizon for the top spot in the large enterprise category. (See Small Firms Love Cable.)

Unlike last year, none of the other major US cable and telecom providers really distinguished themselves in this year's customer satisfaction rankings. Of the rest, only AT&T Inc. (NYSE: T) managed to score higher than the industry average in any of the three categories, narrowly beating the average index score in the large enterprise arena.

Instead, Comcast Corp. (Nasdaq: CMCSA, CMCSK), Time Warner Cable Inc. (NYSE: TWC), Charter Communications Inc. and CenturyLink Inc. (NYSE: CTL) all came in below the industry index average in all three segments. Most notably, TW Cable, which ranked highest in the large enterprise category just last year, tumbled to the bottom of the scale this year, despite its strong growth in commercial services revenues.


Get the latest updates on the business services market by visiting Light Reading's cable business services content channel.


In another significant study finding, nearly one in six business customers, or 16%, indicated that they are likely to switch telecom providers in the next 12 months. SMBs showed the greatest propensity to switch, with one in five, or 20%, indicating that they're likely to change providers.

By far, firms cited better pricing from an alternative provider as their top reason to switch, with 73% of respondents choosing this option. Some 30% chose new features of services plans offered, while 29% picked favorable pricing options and 28% selected better/more reliable service performance.

The study also found that both short-term and long-term service outages have markedly dropped since 2011. The average number of short-term data outages (lasting less than five minutes) experienced by customers during the past six months fell by more than 28% during the three-year span, while the average number of long-term outages (more than five minutes) dipped by more than 16%.

Such outages make a big difference in customer retention efforts. The study found that companies experiencing two or more lengthy outages after they purchase services are about three times as likely to change telecom providers as those that don't experience any outages.

— Alan Breznick, Cable/Video Practice Leader, Light Reading

(0)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
From The Founder
The more things change, the more they stay the same for Juniper's next-gen comms solutions, and that's a good thing.
Flash Poll
Live Streaming Video
Charting the CSP's Future
Six different communications service providers join to debate their visions of the future CSP, following a landmark presentation from AT&T on its massive virtualization efforts and a look back on where the telecom industry has been and where it's going from two industry veterans.
LRTV Custom TV
ZTE Pre5G & 5G Solutions

6|30|16   |   02:23   |   (0) comments


At 5G World London, ZTE demonstrated two types of equipment, including 128 antenna Pre5G Massive MIMO and 15GHz high-frequency base stations.
LRTV Custom TV
Energy 2020: Technology Innovation to Fuel Power Efficiency

6|30|16   |   07:21   |   (0) comments


Managing energy costs and consumption as cable operators deploy new services requires new levels of innovation from technology partners. In this video, Dave Fellows, co-founder and CTO of Layer3 TV and chief scientist of the SCTE/ISBE Energy 2020 program, discusses such ambitious objectives as achieving a second 500% increase in efficiency in outside plant ...
LRTV Custom TV
Transitioning to Service Agile Networks

6|30|16   |     |   (0) comments


Packet optical networks are transitioning from proprietary converged systems to open disaggregated platforms. This video will describe the Fujitsu 1FINITY disaggregated platform, explore how 1FINITY interoperates with the Fujitsu FLASHWAVE platform and explain how 1FINITY is designed for software control, like with Fujitsu Virtuora NC.
Women in Comms Introduction Videos
Nokia's Advancement Plan: Bring Old Skills to New Roles

6|29|16   |   7:57   |   (1) comment


Nokia's Sandy Motley advises women to change their mindsets; get aggressive about advancing their careers; develop strong, diverse support networks; and always bring forth learned skills to take on new challenges and different roles.
Between the CEOs
CEO Chat: Cisco's Yvette Kanouff

6|28|16   |     |   (0) comments


In Silicon Valley, Steve Saunders sits down with Cisco's Yvette Kanouff for an exclusive in-depth interview.
LRTV Interviews
Comcast: Prepping Next-Gen Video Services

6|28|16   |     |   (0) comments


In this LRTV interview, Comcast's Elad Nafshi outlines where MSO stands with cloud DVR, OTT video, college and gigabit services.
LRTV Custom TV
Energy 2020: Creating Unique Standards for Cable's Unique Networks

6|28|16   |   09:30   |   (0) comments


Cable's unique network requirements require a specific set of standards for operators to increase power efficiency, according to Dan Cooper, vice president of critical infrastructure for Charter Communications and chair of the SCTE/ISBE Standards Program's Energy Management Subcommittee, and Ian Oliver, managing director of the Trenchant Group and a member of the ...
LRTV Custom TV
Masergy: 'Now Is the Time for NFV'

6|28|16   |     |   (0) comments


Hear Ray Watson, VP of Global Technology at Masergy, talk about the advantages that enterprises can leverage using Network Function Virtualization (NFV), and how Masergy takes a unique approach to solving customers' problems. For more information on Masergy, please visit www.masergy.com.
LRTV Custom TV
Masergy Leads the Charge With NFV Capabilities

6|28|16   |     |   (0) comments


Hear Tim Naramore, CTO at Masergy, talk about how focusing on solving specific customer challenges, providing self-service automation tools and being laser focused on the customer experience has enabled Masergy to be a leader in the NFV space. For more information on Masergy, please visit www.masergy.com.
LRTV Custom TV
Private Company of the Year - Affirmed Networks

6|27|16   |     |   (0) comments


At BCE 2016, Steve Saunders speaks to Hassan Ahmed about Affirmed's success.
LRTV Custom TV
Energy 2020: Growing Services, Not Consumption

6|24|16   |   07:18   |   (0) comments


Management of power requirements needs to be a key consideration as cable operators deploy new services, says Dan Cooper, vice president of critical infrastructure for Charter Communications and chair of the SCTE/ISBE Standards Program's Energy Management Subcommittee. In this video, Cooper discusses the importance of cable operators and technology partners ...
LRTV Huawei Video Resource Center
Huawei & TDC First to Launch DOCSIS 3.1 Trial in Europe

6|24|16   |     |   (0) comments


To meet the rising demands for high-speed broadband and to tackle fierce competition for 1.5 million household, TDC wanted to upgrade its network to use the latest technology. Using Huawei's DOCSIS 3.1 solution, TDC is now able to offer gigabit speeds to its customers.
Upcoming Live Events
September 13-14, 2016, The Curtis Hotel, Denver, CO
November 3, 2016, The Montcalm Marble Arch, London
November 30, 2016, The Westin Times Square, New York City
December 6-8, 2016,
May 16-17, 2017, Austin Convention Center, Austin, TX
All Upcoming Live Events
Infographics
A new survey conducted by Heavy Reading and TM Forum shows that CSPs around the world see the move to digital operations as a necessary part of their overall virtualization strategies.
Hot Topics
'Brexit' Vote Hits BT, Vodafone
Iain Morris, News Editor, 6/24/2016
Brexit: It's Hard to See an Upside
Ray Le Maistre, Editor-in-chief, 6/29/2016
Qualcomm Readies Lower-Band 5G Testbed
Dan Jones, Mobile Editor, 6/27/2016
Sigfox Said to Face Customer Backlash
Iain Morris, News Editor, 6/27/2016
DT Eyes FTTH Solution to German Opex Issue
Iain Morris, News Editor, 6/29/2016
Like Us on Facebook
Twitter Feed
BETWEEN THE CEOs - Executive Interviews
In Silicon Valley, Steve Saunders sits down with Cisco's Yvette Kanouff for an exclusive in-depth interview.
At the BCE 2016 show in Austin, ECI Telecom CEO Darryl Edwards tells Light Reading founder and CEO about the Elastic Network concept and the company's NFV and cybersecurity developments.
Animals with Phones
Live Digital Audio

Our world has evolved through innovation from the Industrial Revolution of the 1740s to the information age, and it is now entering the Fourth Industrial Revolution, driven by technology. Technology is driving a paradigm shift in the way digital solutions deliver a connected world, changing the way we live, communicate and provide solutions. It can have a powerful impact on how we tackle some of the world’s most pressing problems. In this radio show, Caroline Dowling, President of Communications Infrastructure & Enterprise Computing at Flex, will join Women in Comms Director Sarah Thomas to discuss the impact technology has on society and how it can be a game-changer across the globe; improving lives and creating a smarter world. Dowling, a Cork, Ireland, native and graduate of Harvard Business School's Advanced Management Program, will also discuss her experience managing an international team focused on innovation in an age of high-speed change.