Cablevision, Verizon Rank Highest For Business Voice: J.D. Power


Cablevision Systems ranked highest on customer satisfaction for small, midsize and home-based business customers on local telephone services, while Verizon was the leader among large enterprise customers, according to J.D. Power and Associates' 2009 business telecommunications survey.

Cablevision and Verizon also topped J.D. Power's customer-satisfaction survey for business data services, in those respective categories.

Optimum Business voice service from Cablevision had a score of 701 on a 1,000-point scale among small/midsize businesses (those with 2 to 499 employees) and a score of 680 in the home-based business segment.

In a statement, Joseph Varello, Cablevision's vice president of small and medium business services, said the J.D. Power ranking "is a key recognition for cable voice generally and specifically for a service that delivers quality, reliability, and predictable pricing to a growing number of business customers across our market, at an unbeatable value."

The J.D. Power survey measures customer satisfaction with providers of local telephone services on five factors: performance and reliability; billing; cost of service; offerings and promotions; and customer service. A sixth factor -- sales representatives/account executives -- is included for small/midsize businesses and large enterprise businesses.

Among home-based businesses, Verizon (649) and AT&T (642) had above-average scores, while Comcast (621) and Time Warner Cable (617) fell below the segment's average rating of 639.

For small and midsize businesses, Cablevision was the only cable operator for which J.D. Power provided scores. AT&T came in second place with a score of 652, while Qwest (631), Verizon (625) and Embarq (608) were each below the segment average of 640.

J.D. Power didn't list any cable providers in the enterprise business voice rankings. The average for that segment was 662; other telcos fell below Verizon's score of 684, with AT&T at 659, Embarq at 631 and Qwest at 626.

The 2009 Major Provider Business Telecommunications Voice Services Study from J.D. Power is based on responses from 3,304 business customers with telecommunications voice services at home-based, small/midsize and large enterprise businesses in the U.S. The study was fielded in January and April 2009.

The research firm found that overall satisfaction among small/midsize businesses increased considerably in 2009 versus the two prior years, while scores among businesses in the large enterprise segment remained flat.