& cplSiteName &

Phone Subs Happier Not Talking

Michael Harris
BroadBananas
Michael Harris
9/11/2008

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
March 16-18, 2020, Embassy Suites, Denver, Colorado
April 20, 2020, Las Vegas Convention Center
May 18-20, 2020, Irving Convention Center, Dallas, TX
May 18, 2020, Hackberry Creek Country Club, Irving, Texas
September 15-16, 2020, The Westin Westminster, Denver
All Upcoming Live Events
Upcoming Webinars
Webinar Archive