11:05 AM -- Residential phone offerings from Cox Communications Inc. , Bright House Networks , and WideOpenWest Holdings LLC (WOW) took top "customer satisfaction" honors in their respective regions, according to the latest survey results from J.D. Power and Associates .

Full region-by-region results are available here, but here's how the top three in each region stacked up, based on JD Power's 1,000-point scale, which factors in criteria such as customer service, performance and reliability, cost of service, billing, and offerings and promotions:

Table 1: Regional Gold, Silver & Bronze

Company	Score (East)	Score (South)	Score (North Central)	Score (West)
Cox	689
Cablevision (Optimum Voice)	688
Time Warner Cable	676
Bright House		719
Cox		681
Verizon		669
WideOpenWest			743
Cincinnati Bell			700
TDS Telecom			693
Cox				684
Qwest				657
Verizon				651
Source: JD Power

The study results indicate a rising consumer satisfaction rate over the past two years thanks to fierce competition within the sector. Per J.D. Powers, overall satisfaction averaged 653, an 18-point increase from last year's results.

But despite that improvement, the industry suffered a 10 percent rate of customer defections, versus 9 percent in 2008. Although incumbent MSOs and one competitive "overbuilder" (WOW!) topped each region, not all cable operators fared that well. Comcast Corp. (Nasdaq: CMCSA, CMCSK) and Charter Communications Inc. , for example, did not score in the top three of any region.

As consumers become savvier in the type of service rendered, MSOs need to look toward better CRM (customer relationship management) strategies in an increasing competitive landscape. Some of the companies studied, including Cox, have been in the forefront in this area, and that decision appears to be paying dividends.

— Leonard Grace, a cable industry vet, is a telecom strategist and blogger. He can be reached at [email protected]. Special to Cable Digital News