TV and Internet Providers Hold Strong with Performance and Reliability, J.D. Power Finds
During a time when working safer at home and television binge-watching has been at an all-time high, TV and internet providers see satisfaction improvements for performance and reliability, according to the J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM and J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction Study,SM released today.
“With the country quarantining at home, internet and television services were under enormous pressure to continue performing reliably,” said Ian Greenblatt, managing director at J.D. Power. “True to form, providers did not succumb to the additional demand. Instead, they kept America connected: working, informed and entertained, thereby retaining their customers’ satisfaction.”
Residential Internet Service Provider Satisfaction Study
Verizon ranks highest in the East region (769). AT&T/DIRECTV ranks highest in the North Central (742), South (769) and West (742) regions.
Residential Television Service Provider Satisfaction Study
AT&T/DIRECTV and DISH Network rank highest nationally in a tie with a score of 763. This is the third year in a row that DISH Network has ranked highest nationally. AT&T/DIRECTV ranks highest in the East (793). DISH Network ranks highest in the North Central (749) and South (781). Both AT&T/DIRECTV (752) and DISH Network (752) rank highest in a tie in the West region.
The 2020 U.S. wireline studies are based on responses from 26,554 customers in the Internet Service Provider Study and 20,675 customers in the Television Service Provider Study who evaluated their cable/satellite TV and high-speed internet service providers. The studies were fielded from October 2019 through July 2020.
For more information about the U.S. Residential Wireline studies, visit https://www.jdpower.com/business/resource/us-residential-television-customer-satisfaction-study.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
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