Syndicated Research | Proprietary Research | International
J.D. Power and Associates helps companies in the telecommunications industry evaluate and compare their customer satisfaction performance over time. The firm's quality and customer satisfaction benchmarks provide a national and regional perspective on satisfaction in the areas of service, billing and service costs, and other related areas.
Because loyal customers are one of the most valuable assets for any organization, understanding the factors that motivate them is essential to business success.
Syndicated Research Services
The descriptions that follow detail research covering local and long-distance residential telephone services; cable and satellite TV providers; and Internet Service Providers.
Residential Telecommunications Service Customer Screening Questionnaire
The Customer Screening Questionnaire examines the national population of local, long-distance, Internet Service Providers, and cable/satellite TV users to determine market share and trends in product displacement with wireless and other non-traditional products and technologies.
Residential Local Telephone Service Customer Satisfaction Index (CSI) Study
This study measures customer perceptions about their experiences with local telephone service suppliers, including Incumbent Local Exchange Carriers (ILEC), Competitive Local Exchange Carriers (CLEC), and cable companies. The study provides the industry with insights into trends in consumer behavior and offers suggestions for improving the product and service experience.
Residential Long Distance Telephone Service Customer Satisfaction Index Study
The Residential Long-Distance study measures customer satisfaction with long-distance providers and examines performance across the six factors that drive satisfaction. Carriers covered include the Incumbent Local Exchange Carrier (ILEC), Competitive Local Exchange Carrier (CLEC) or cable company, in addition to dial-around services (10-10-XXX) and pure Interexchange Carriers (IXCs) and resellers.
Residential Cable and Satellite Television Customer Satisfaction Index (CSI) Study
The Cable and Satellite CSI study explores satisfaction with cable and satellite TV suppliers. With the introduction of pay-per-view, cable modems, and bandwidth sharing with competitive Internet Service Providers, J.D. Power and Associates provides the industry with a comprehensive analysis of the Pay TV service experience from a customer perspective, providing insights into trends in customer behavior, needs, and expectations. Carriers evaluated are typically the largest regional and national Pay TV service providers: satellite companies, incumbent cable companies, and cable overbuilders.
Residential Internet Service Provider Customer Satisfaction Index (CSI) Study
The Residential ISP CSI study examines consumer perceptions regarding their ISP experience as measured by the seven factors that drive customer satisfaction. Carriers in this study are typically the largest regional and national telephone companies; “pure play” Internet service companies; and cable and satellite companies.
There are two market segments, dial-up and high-speed access. Both segments have substantially different profiles and industry players.
Business Telecom Services