Business Wireline Customer Satisfaction Increases

  • J.D. Power
COSTA MESA, CA — Overall satisfaction remains high among business wireline users when helpful information is funneled through consistent communications, according to the J.D. Power 2018 U.S. Business Wireline Satisfaction Study. All three segments in the study show increases in overall customer satisfaction, with the segment of large enterprise companies having the highest overall satisfaction with a score of 824 (on a 1,000-point scale).

“Business wireline providers need to continue excellent customer communications not only for large enterprises but small businesses as well,” said Ian Greenblatt, technology, media & telecom practice lead at J.D. Power. “This year’s study found that’s the simplest way to increase levels of customer satisfaction across the board, especially during outages and subsequent restoration times.”

The 2018 U.S. Business Wireline Satisfaction Study measures satisfaction across six factors: performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. Overall satisfaction is measured among three key segments: very small business (1-19 employees); small/midsize (20-499 employees); and large enterprise (500 or more employees).

Study Rankings:

AT&T (839) ranks highest in the large enterprise segment. Verizon (810) ranks second, while CenturyLink(799), Comcast (799) and Spectrum (799) rank third in a tie.

Verizon (810) ranks highest in the small/medium business segment, with AT&T (800) ranking second and Cox (779) ranking third.

AT&T (764) ranks highest in the very small business segment, followed by Verizon (757) and Cox (732).

The study is based on responses from 3,258 business customers of data and voice services in the United States and includes evaluations of their data and voice service providers. The study was fielded in April-May 2018.

For more information about the J.D. Power U.S. Business Wireline Study,visit

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.


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