Customer Satisfaction High among Internet Customers who Upgrade to Premium Speeds

  • J.D. Power
WESTLAKE VILLAGE, CA - When customers upgrade their basic Internet service as their need for bandwidth increases, levels of both overall satisfaction and customer loyalty increase, according to the J.D. Power 2013 U.S. Residential Internet Service Provider Satisfaction Study.

Key Findings

  • Overall customer satisfaction among Internet service customers is 683 on a 1,000-point scale.

  • Customer satisfaction increases to 712 among customers who upgrade to premium speed package--41 points higher than among those who have not upgraded their Internet service (671).

  • More than one-third (38 percent) of customers indicate upgrading to premium speed service packages.

  • Performance and reliability is by far the most critical factor in driving overall satisfaction and meeting customer expectations.

  • Customers who upgraded to premium speed packages make nearly twice as many positive recommendations to friends/family of their provider during the past year (23 percent vs. 14 percent).

  • The average monthly bill for premium speed packages is $48, compared with $43 for basic Internet.

"As streaming video grows in popularity, supporting customer demand for bandwidth and download speeds presents many challenges for the industry," said Kirk Parsons, senior director of telecommunications at J.D. Power. "Meeting these challenges increases customer satisfaction. Providing value-based bandwidth and download speed offerings are key for industry growth."


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