High-Speed Satisfaction Wanes

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While overall customer satisfaction among dial-up Internet subscribers jumped
10 percent this year, J.D. Power and Associates said satisfaction among
high-speed subscribers dropped 12 percent.

'While price is the No. 1 issue when switching ISPs [Internet-service
providers], other factors like performance, reliability and customer service
continue to outweigh price in determining overall satisfaction and customer
retention of both dial-up and high-speed access,' J.D. Power senior director
Steve Kirkeby said.

In J.D. Power's 2002 study, EarthLink Inc., Time Warner Cable's Road Runner
and BellSouth Corp. tied for first place for customer satisfaction among
high-speed ISPs. EarthLink also took first in the dial-up
category.

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