Cable Beating Telcos In Phone Service [Broadband Reports]
J.D. Power and Associates has released its latest round of consumer satisfaction surveys for residential phone service, and the traditional providers of phone service - AT&T, Cincinnati Bell - and the other telephone companies came out with lower consumer satisfaction ratings than cable operators' phone service.
The J.D. Power surveys rank the phone providers in five categories, including customer service, performance and reliability, cost of service, billing and offerings and promotions. Each provider is rated on a 1000 point scale, and providers are ranked in four regions - east, west, north-central and south. Cox Communications took top honors in both east and west regions, with Cablevision also receiving high scores in the east region. Brighthouse ranked highest in the south region. Even though J.D. Power routinely includes Insight Communications in their rankings of Internet service providers, we weren't included in these residential phone service rankings.
In each region, cable companies had significantly higher customer satisfaction scores than the telephone companies serving that region. One of the phone companies that Insight competes with, Windstream Communications, had one of the lowest scores in customer satisfaction among all companies that J.D. Power surveyed. This most recent round of surveys continues a trend of cable companies' telephone service outperforming traditional telephone companies' service across the board.