JD Power Ranks ISPs

J.D. Power and Associates Reports that customer expectations for data speed drive satisfaction with Internet service providers

October 28, 2011

1 Min Read

WESTLAKE VILLAGE, Calif. -- As customers' thirst for bandwidth increases, the ability for Internet service providers to meet or exceed those speed expectations is a key driver of overall customer satisfaction, according to the J.D. Power and Associates 2011 U.S. Internet Service Provider Residential Customer Satisfaction Study(SM) released today.

Now in its 14th year, the study measures customer satisfaction with high-speed Internet service based on five factors: performance and reliability; cost of service; billing; offerings and promotions; and customer service.

The study finds that the Internet speed customers expect to receive from their service provider is achieved 69 percent of the time and is exceeded 17 percent of the time, while 14 percent find their Internet speed to be below expectations.

"With streaming video continuing to grow in popularity, supporting customer demand for bandwidth and download speeds presents many challenges for the industry," said Frank Perazzini, director of telecommunications at J.D. Power and Associates. "The importance of meeting these challenges is clear: customers are considerably more satisfied when their expectations are met or exceeded."

J.D. Power and Associates

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