2009 Internet Service Provider Residential Customer Satisfaction Study

Overall Satisfaction: This score represents customers' overall satisfaction with their Internet Service Provider. Close Performance and Reliability: This score is based on how customers rate their Internet Service Provider on such attributes as ease of installation, data transfer speeds, and ability to promptly restore service after outages. Close Cost of Service: This score is based on how customers rate their Internet Service Provider on such attributes as service value and the efficiency and competency of billing services. Close Customer Service: This score is based on how customers rate their ISP on such customer services attributes as their ability to solve problems quickly, without transferring the customer to different departments, and the thoroughness of the information they provided. Close Billing: This score is based on how customers rate their Internet Service Provider on such attributes as accuracy of billing, effectiveness in communication changes that may affect your bill and promptness in making corrections to your bill. Close Offerings and Promotions: This scores is based on how customers rate the available offers, packages, and discounts provided by their ISP. Close