TROY–Business broadband customer satisfaction remains high even as most businesses are returning to normal in the wake of the pandemic, according to the J.D. Power 2021 U.S. Business Wireline Study.
The study also reveals that, while email is the preferred communication channel, communicating by phone yields higher satisfaction.
“As restrictions ease, business customers continue to be highly satisfied with their broadband service’s alignment to their expectations,” said Ian Greenblatt, managing director at J.D. Power. “If customer service representatives continue on their current path while maintaining focus on email, considering it is the preferred method of communication, then satisfaction will continue on this upward trend.”
In the large enterprise segment, AT&T ranked highest for a fourth consecutive year, with a score of 882.
In the medium business segment (previously the small/medium business segment), AT&T ranked highest for a second consecutive year with a score of 846. Verizon (841) ranks second.
In the small business segment (previously the very small business segment), Verizon ranked highest for a third consecutive year with a score of 785. Comcast (763) ranked second.
The 2021 U.S. Business Wireline Satisfaction Study is based on responses from 4,331 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 large enterprise segment includes businesses with 500 or more employees; the medium business segment includes businesses with 20 to 499 employees; and the small business segment includes businesses with less than 20 employees. The study was fielded in April and May 2021.
For the full study, visit www.jdpower.com/business/resource/us-business-wireline-satisfaction-study.