WESTLAKE VILLAGE, Calif: 24 September 2015 — Scores for network performance and reliability have improved, the number of U.S. households connected to digital service has grown and satisfaction has increased across wireline offerings, according to three U.S. wireline studies released today: the J.D. Power 2015 U.S. Residential Television Service Provider Satisfaction StudySM; the J.D. Power 2015 U.S. Residential Internet Service Provider Satisfaction StudySM; and the J.D. Power 2015 U.S. Residential Telephone Service Provider Satisfaction Study.SM
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The annual wireline studies evaluate residential customers’ experiences with TV, Internet and phone services in four regions: East, South, North Central and West. The ISP and telephone studies measure customer satisfaction across five factors: network performance and reliability; cost of service; billing; communication; and customer service. The TV study measures satisfaction in those same five factors plus another one, programming. Satisfaction is calculated on a 1,000-point scale.
In 2015, 25 percent of U.S. households with Internet service report having a fiber optic connection, which may also provide TV and Internet service, a 5 percentage point increase from 2013 (20%). At the same time, overall satisfaction with these wireline services has increased as well. For example, customer satisfaction with television service has increased by a significant 24 points to 723 in 2015 from 699 in 2013. The main reason for the overall increase has been a 39-point rise in satisfaction in the network performance and reliability factor during the period.
“The ability to provide a high-quality experience with all wireline services is paramount, as performance and reliability is the most critical driver of overall satisfaction,” said Kirk Parsons, senior director and technology, media & telecom practice leader at J.D. Power. “The fact that households continue to choose to upgrade their wireline connection to digital service is a testament to its improved performance and benefits, such as higher quality video and faster Internet speeds.”
According to Parsons, as expectations regarding usage, performance quality and reliability continue to evolve, companies that understand these dynamics will be better positioned to provide a more satisfying customer experience, which can lead to higher levels of overall satisfaction and higher rates of retention, advocacy and return on investment.
Residential Television Service Provider Satisfaction Study
- DIRECTV (771) ranks highest in TV customer satisfaction in the East region; AT&T U-verse and DIRECTV (750) rank highest (in a tie) in the North Central region; Verizon FiOS (777) ranks highest in the South region; and DISH Network (761) ranks highest in the West region.
- Overall satisfaction with television service providers has increased by 12 points to 723 in 2015 from 711 in 2014.
- Satisfaction with network performance and reliability has improved to 765 in 2015, an increase of 22 points from 2014. This follows a 17-point increase between 2014 and 2013.
- Fifty-three percent of highly satisfied residential television customers (overall satisfaction scores of 900 or higher) say they “definitely will not” switch providers in the next 12 months, compared with only 10 percent of dissatisfied customers (scores below 550) who say the same.
Residential Internet Service Provider Satisfaction Study
- Verizon ranks highest in ISP customer satisfaction in the East (738), South (749) and West (731) regions; AT&T (726) ranks highest in the North Central region.
- Satisfaction with network performance and reliability has improved to 716 in 2015, an increase of 16 points in 2014.
- The percentage of customers who purchase premium speed Internet has increased considerably in 2015 to 37 percent from 27 percent in 2014. Additionally, network performance and reliability satisfaction among customers with premium speed Internet is 751 vs. 695 among those without premium speed Internet.
- Half (50%) of highly satisfied residential Internet customers (overall satisfaction scores of 900 or higher) say they “definitely will not” switch providers in the next 12 months, compared with only 9 percent of dissatisfied customers (scores below 550) who say the same.
Residential Telephone Service Provider Satisfaction Study
- AT&T ranks highest in telephone customer satisfaction in the North Central and West regions (758 each); Verizon ranks highest in the East (769) and South (773) regions.
- At the national level, satisfaction with network performance and reliability is 789, up from 754 in 2014.
- Half (50%) of highly satisfied residential telephone customers (overall satisfaction scores of 900 or higher) say they “definitely will not” switch providers in the next 12 months, compared with only 10 percent of dissatisfied customers (scores below 550) who say the same.
The 2015 U.S. wireline studies are based on responses from 30,947 customers nationwide who evaluated their cable/satellite TV, high-speed Internet and telephone service providers. The studies were fielded in four waves: November 2014, February 2015, April 2015 and July 2015.
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