How Does Your Wireless & Wired Business Provider Rank?

August 6, 2017
Todd Fritz

J.D. Power surveyed more than 3,100 business customers to rate how satisfied they are with their wireline provider.  They also recorded the sentiments of very small businesses and large enterprises (which we also list).

When it comes to how you are treated, size matters.

The study notes that very small businesses (1-19 employees) are less satisfied with their business wireline service than other business sizes. Provider scores from very small businesses averaged 729 out of 1,000 in overall satisfaction, from SMBs, it was 787; enterprises, 815.

Three stand outs:
cost of service
customer service

Enterprises and SMBs averaged 5.3 and 5.9 minutes of customer hold time, respectively, while very small business customers experienced 8.9 minutes.

Account Support can also be a challenge for some of them.

J.D. Power concluded that customers were more likely to report higher satisfaction levels if the provider assigned an account representative to them. Companies with an account representative earned an average score of 834, while those requiring callers to go through a contact center scored a 751.

As you might expect, bigger businesses are more likely to get a representative; 61 percent of enterprises, 41 percent of SMBs and 12 percent of very small businesses.

With InteleCONNECT you get more than just a representative you get a local person who knows your account and cares, no matter what your business size.

Please text me or send a notification to the app.

The study found a correlation with satisfied customers that view their bills using text messaging or a mobile application. Website and email-using customers trailed in satisfaction, followed by users of traditional paper bills. However, only 17 percent of customers used text messaging or mobile apps for their billing.

6. CenturyLink

  • Very Small Business Ranking: 6th
  • Large Enterprise Ranking: 5th

The Louisiana-based company.  CenturyLink has rarely strayed from the media spotlight this year with its pending Level 3 acquisition and recent billing fraud lawsuit.

  1. Cox
  • Very Small Business Ranking: 2nd
  • Large Enterprise Ranking: N/A

Cox of Sandy Springs, Georgia, is extremely competitive in the rankings for smaller companies. It led in the very small business category in 2016.

  1. Comcast
  • Very Small Business Ranking: 4th
  • Large Enterprise Ranking: 3rd

Comcast of Center City, Philadelphia, Pennsylvania, stayed about the same.

The company recently cut a deal with Charter to prevent either company from making acquisitions or working with another mobile virtual network operator during the next year.

  1. Charter Spectrum 
  • Very Small Business Ranking: 5th
  • Large Enterprise Ranking: 6th

The Connecticut-based company’s overall satisfaction stayed largely the same year over year. Charter Spectrum is the result of Charter Communications buying Time Warner Cable and Brighthouse Networks.

  1. AT&T
  • Very Small Business Ranking: 3rd
  • Large Enterprise Ranking: 2nd

AT&T of Dallas, TX, led the SMB category last year, and although that is no longer the case, it essentially tied for the win in the enterprise category this year.

  1. Verizon 
  • Very Small Business Ranking: 1st
  • Large Enterprise Ranking: 1st

The New Jersey-based, business has the top ranking this year. Verizon and AT&T usually compete for top title.

Earlier this year, Verizon outbid AT&T for Straight Path, which will help support a 5G network.

If you are looking for a great wireless provider to fit your business needs, give us a call.  We can help!




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