Cox Communications Inc. became the first cable company ever to win a top
honor in J.D. Power and Associates’ annual residential-telephone
Cox topped the list of providers in the Western region in J.D. Power’s 2003
study. Customer satisfaction is based on company image; customer service;
performance and reliability; billing; cost of service; and offerings and
The MSO beat out seven competitors in the category, winning top honors in all
six criteria categories. It marks the first time in study history that a cable
company has come out on top.
The survey also found a 60% increase in the number of households that have
switched local telephone-service carriers in the past year.
J.D. Power attributed this rate -- a 10% jump compared with 2002 -- to local
phone companies jumping into the long-distance-service game and increasing
competition from cable-telephony services.