New research indicated that Cox Communications Inc. is making the right call
with its cable-telephony offering.
In a recent customer survey, 90 percent of Cox telephony subscribers said
they were satisfied with the service, giving the MSO seven out of 10 points.
That is a 2 percent increase compared with results in a 2001 survey.
More important, 97 percent said they were not likely to switch to another
provider, and 94 percent said they would recommend the service to a friend.
The survey also indicated that customers were satisfied with the service's
reliability, with 94 percent of respondents rating Cox as 'better' or 'about the
same' compared with their original service provider.
'We are thrilled with these results,' said David Pugliese, Cox's vice
president of product marketing and management, in a release. 'This outstanding
level of customer satisfaction is validation that our entry into the telephone
market was a good move for Cox and for our customers, and that Cox employees are
doing a great job in executing that strategy.'
Cox now claims more than 578,000 telephony customers, and in some of its
first rollout markets, the MSO has reached penetration rates of 30 percent or
more. In those markets, the profit margins stand at 40 percent, according to the
Other survey results indicated that a majority of customers -- 58 percent --
chose to sign up due to cost savings, while only 17 percent said they did so to
gain better customer service.