2009 Residential Telephone Customer Satisfaction Study

Overall Satisfaction: This score is based on how customers rate their overall satisfaction with their telephone service provider. Close Customer Service: This score is based on how customers rate their telephone service provider on attributes such as customer service representatives' knowledge, their ability to make prompt service changes when requested and their ability to resolve problems with one call. Close Performance and Reliability: This score is based on how customers rate their telephone service provider on attributes such as the ability to keep service outages to a minimum and the ability to get calls through on the first try. Close Cost of Service: This score is based on how customers rate their telephone service provider on attributes such as competitiveness of prices offered and ease of understanding available pricing options. Close Billing: This score is based on how customers rate their telephone service provider on attributes such as understanding your bill's layout, effectiveness of communicating changes, variety of payment methods, clarity of payments and/or credits shown, and variety of billing options. Close Offerings and Promotions: This score represents how customers rate their telephone service provider on attributes such as the offers and incentives that recognize loyalty, effectiveness of communicating new services or promotions, and variety of services offered. Close