& cplSiteName &

Phone Subs Happier Not Talking

Michael Harris
Michael Harris

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

(0)  | 
Comment  | 
Print  | 
Related Stories
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
More Blogs from BroadBananas
Top MSO is still pilfering more subs than the two largest telcos
Why didn't anyone pitch femtocells to the McCain family?
MSOs with their own credit concerns are undoubtedly keeping close watch on UK cable operator's situation
Why take your chances on over-the-air converter boxes when you can get a screaming deal on basic cable?
With TV, as with phone service, the freshest competitors tend to satisfy the most
Featured Video
Upcoming Live Events
December 3-5, 2019, Vienna, Austria
December 3, 2019, New York, New York
March 16-18, 2020, Embassy Suites, Denver, Colorado
May 18-20, 2020, Irving Convention Center, Dallas, TX
All Upcoming Live Events
Partner Perspectives - content from our sponsors
How China's 5G Launch Will Gear Up the Global 5G Industry
By Daisy Zhu, Head of Marketing Operations, Huawei Wireless Network
5G Business Case Revisited
By Hayim Porat, CTO, ECI
All Partner Perspectives