Cable Phone Takes Telcos to Task
Bright House Networks , Cox Communications Inc. , Cablevision Systems Corp. (NYSE: CVC), and WideOpenWest Holdings LLC (WOW) all ranked highest in customer satisfaction in their respective regions based on these five measurements, in order of importance: performance and reliability; cost of service; billing; offerings and promotions; and customer service.
But not every cable operator hit it out of the park. Charter Communications Inc. was ranked near the bottom in all regions in which it was measured. Meanwhile, Comcast Corp. (Nasdaq: CMCSA, CMCSK), the largest MSO of the lot, ranked below the average in all but one region. CenturyLink Inc. (NYSE: CTL) was below the average across the board, while Verizon Communications Inc. (NYSE: VZ)'s regional rankings offered a mix bag.
Still, of the five measurement areas, customer service increased the most, jumping eight points from last year. J.D. Power attributed that to improvements in customer support systems and processes, including the streamlining of interactive voice response (IVR) options and the speed at which customers can contact a live service rep.
Overall satisfaction averaged 657 on a 1,000-point scale, up four index points from last year. For this year's study, J.D. Power based results on responses from 24,146 customers who get their local and long-distance phone service from one provider. Here's how they stacked up, region-by-region:
— Jeff Baumgartner, Site Editor, Light Reading Cable