J.D. Power finds business wireline providers resilient

TROY—Overall satisfaction with business wireline providers significantly increased across all segments despite the endless potential issues that could have occurred due to the COVID-19 pandemic, according to the recently released J.D. Power 2020 U.S. Business Wireline Satisfaction Study.

“Business wireline providers have shown tremendous resiliency by maintaining exceptional customer service despite myriad unanticipated roadblocks presenting themselves as they moved entire call centers to remote work,” said Ian Greenblatt, managing director at J.D. Power. “With planned redundancies and excellent and effective service, providers quickly made the seamless transition to ‘safer at home’ without seeing a dip in satisfaction—an impressive feat in these extraordinary times.”

For the large enterprise segment, AT&T ranked highest for a third consecutive year, with a score of 878.

For the small and medium business segment, AT&T ranked highest with a score of 864. Verizon (841) ranked second.

For the very small business segment, Verizon ranked highest with a score of 794 for a second consecutive year. Comcast (757) ranks second and AT&T (753) ranks third.

The 2020 U.S. Business Wireline Satisfaction Study is based on responses from 3,652 business customers of data and voice services. The study evaluates business wireline experiences across six factors: performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. The study was fielded in April-May 2020.

For more information about the U.S. Business Wireline Satisfaction Study, visit https://www.jdpower.com/business/resource/us-business-wireline-satisfaction-study.

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