Despite Endless Possible Issues, Business Wireline Providers Prove Resilient, J.D. Power Finds
AT&T Ranks Highest in Large Enterprise and Small/Medium Business Segments; Verizon Ranks Highest for Very Small Business
TROY, Mich.: 9 July 2020 — Overall satisfaction with business wireline providers significantly increases across all segments despite the endless potential issues that could have occurred due to the COVID-19 pandemic, according to the J.D. Power 2020 U.S. Business Wireline Satisfaction StudySM, released today.
“Business wireline providers have shown tremendous resiliency by maintaining exceptional customer service despite myriad unanticipated roadblocks presenting themselves as they moved entire call centers to remote work,” said Ian Greenblatt, managing director at J.D. Power. “With planned redundancies and excellent and effective service, providers quickly made the seamless transition to ‘safer at home’ without seeing a dip in satisfaction—an impressive feat in these extraordinary times.”
For the large enterprise segment, AT&T ranks highest for a third consecutive year, with a score of 878.
For the small/medium business segment, AT&T ranks highest with a score of 864. Verizon (841) ranks second.
For the very small business segment, Verizon ranks highest with a score of 794 for a second consecutive year. Comcast (757) ranks second and AT&T (753) ranks third.
The 2020 U.S. Business Wireline Satisfaction Study is based on responses from 3,652 business customers of data and voice services. The study evaluates business wireline experiences across six factors: performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. The study was fielded in April-May 2020.
For more information about the U.S. Business Wireline Satisfaction Study, visit https://www.jdpower.com/business/resource/us-business-wireline-satisfaction-study.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, Asia Pacific and Europe.
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