JD Power Gives Cox, Qwest High Marks

J.D. Power and Associates reports: Cox Communications and Qwest rank highest in satisfying business customers with telecom data services

June 20, 2008

2 Min Read

WESTLAKE VILLAGE, Calif. -- Cox Communications and Qwest rank highest in satisfying small/midsize and large enterprise business customers with telecommunications data services, respectively, according to the J.D. Power and Associates 2008 Major Provider Business Telecommunications StudySM released today.

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 two segments: small/midsize businesses (companies with 2 to 499 employees) and large enterprise businesses (companies with 500 or more employees). Six key factors are used to measure satisfaction (in order of importance): performance and reliability; sales representatives/account executives; billing; cost of service; offerings and promotions; and customer service.

Cox Communications leads the small/midsize business segment, performing particularly well in five of six factors: performance and reliability; sales representatives/account executives; billing; cost of service; and customer service. Verizon follows Cox Communications in the segment rankings.

In the large enterprise business segment, Qwest ranks highest in customer satisfaction, receiving highest ratings from customers in five of six factors: performance and reliability; sales representatives/account executive; billing; cost of service; and offerings and promotions. Verizon follows Qwest in the segment rankings.

The study finds that more small and midsize businesses are spending less on telecommunications data services than they were in 2007. Approximately 81 percent of small and midsize businesses are spending less than $1,000 per month for data services, compared with 76 percent a year ago. In addition, the number of small/midsize businesses that intend to bundle telecommunication services has increased to 50 percent—up from 48 percent in the 2007 study.

“Some providers have lowered prices in order to maintain their market share, which is good news, especially for small and midsize businesses that are particularly vulnerable to the financial pressures associated with the current economy,” said Frank Perazzini, director of telecommunications at J.D. Power and Associates. “Data services are increasingly vital to business operations regardless of size, and the ability to receive more services for less money helps these businesses cut costs without reducing headcount.”

Cox Communications Inc.

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