Proactively Addressing Residential Customers During Disruptions Drives Customer Satisfaction

  • J.D. Power

COSTA MESA, CA — When disruptions in service or high bill problems occur without proactive communication, service satisfaction declines among residential wireline customers, according to the J.D. Power 2019 U.S. Residential Television Service Provider Satisfaction Study and J.D. Power 2019 U.S. Residential Internet Service Provider Satisfaction Study.

Television and internet subscribers who contacted customer service to complain about a high bill are significantly less satisfied compared with those who contacted the provider for another reason such as a service outage. Nearly 40% of television and internet customers who had a high bill complaint said they didn’t achieve a resolution. Additionally, 52% of internet subscribers who had a high bill complaint said they would switch carriers.

“Customers rely on their wireline provider to supply reliable service at a reasonable price,” said Ian Greenblatt, managing director & practice leader, technology, media and telecom intelligence at J.D. Power. “Service providers have an opportunity to maintain brand loyalty and satisfaction by sending subscribers proactive notices about scheduled or known outages, and statement adjustments. Taking every opportunity to demonstrate transparency is a customer-focused outlook that improves the overall customer experience.”

Study Rankings

Residential Internet Service Provider Satisfaction Study
Verizon ranks highest in the East region (754). Comcast (XFINITY) ranks highest in the North Central region (720), earning its first award. AT&T/DIRECTV ranks highest in the South (749) and West (713) regions.

Residential Television Service Provider Satisfaction Study 
DISH Network ranks highest in overall satisfaction nationally with a score of 762, and across all four regions; East (763), North Central (759), South (762) and West (763).

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