BSS (inc. billing, revenue assurance)

Phone Subs Happier Not Talking

9:15 AM -- A new customer satisfaction study finds that residential telephone subscribers are happier not using the phone, at least when it comes to accessing customer service. (See MSOs Mark High.)

The survey from J.D. Power and Associates finds that voice customers who use the Web for customer service report levels of higher satisfaction. That said, 80 percent of customers continue to use the telephone for inquiries regarding their voice service. The researcher found that, on average, voice service satisfaction for Web users rang in at 641 -- on a 1,000-point scale -- compared with 626 for telephone users.

Also of note, cable MSOs continue to outshine incumbent telcos when it comes to voice customer satisfaction. Bright House Networks , Cablevision Systems Corp. (NYSE: CVC), Cox Communications Inc. , and overbuilder WideOpenWest Holdings LLC (WOW) each ranked highest in residential telephone customer satisfaction in their respective regions.

— Michael Harris, Chief Analyst, Cable Digital News

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