J.D. Power: Larger businesses see improved wireless service, performance

TROY—Satisfaction among large enterprise and medium business wireless customers has reached all-time highs, according to the recently released J.D. Power 2021 U.S. Business Wireless Satisfaction Study.

Conversely, though, small business customers are having a different experience when it comes to the service and performance they’re receiving from wireless carriers, as the comparative gap between small and large enterprise customer satisfaction continues to widen.

“Overall customer satisfaction scores have generally improved this year, but there’s a great deal of variability in performance and reliability among wireless brands and across different customer segments,” said Ian Greenblatt, managing director of technology, media & telecom at J.D. Power. “The most critical areas where we’re seeing this variation manifest itself is in customer service and wireless performance and reliability—both of which are vital to business customer satisfaction and retention.”

Following are some key findings of the 2021 study:

  • Not all business customers created equal: The gap in satisfaction this year between large enterprise business customers and small business customers climbed to 92 points (on a 1,000-point scale). While there are record levels of customer satisfaction among large enterprise and medium business customers in this year’s study, small business customer satisfaction declines one point year over year.
  • Customer service is critical pain point for small businesses: Overall, customer satisfaction increased across all factors in the study among large enterprise and medium business customers. Among small business customers, significant declines were noted in customer service experience (-42 points from a year ago) and sales rep/account executive (-7).
  • Individual carrier performance varied: There is a considerable gap between the highest- and lowest-performing individual carriers when it comes to performance and reliability, most significantly in the large enterprise segment.

Study Rankings

AT&T ranks highest in the large enterprise segment with a score of 895.

AT&T ranks highest in the medium business segment with a score of 853.

Verizon Wireless ranks highest in the small business segment with a score of 813. T-Mobile (811) ranks second.

See the rank charts for each segment at http://www.jdpower.com/pr-id/2021130.

The 2021 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors: performance and reliability; customer service; sales representatives and account executives; billing; cost of service; and offerings and promotions. Overall satisfaction is measured in three key segments: large enterprise (500 or more employees); medium business (20-499 employees); and small business (1-19 employees).

The study is based on responses from 2,399 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in July-August 2021.

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

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