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The McGraw-Hill Companies
J.D. Power and Associates
 
 
Turning Information into Action
Industries Served: Telecommunications

Industries Served: Telecommunications

Syndicated Research | Proprietary Research | International

J.D. Power and Associates helps companies in the telecommunications industry evaluate and compare their customer satisfaction performance over time. The firm's quality and customer satisfaction benchmarks provide a national and regional perspective on satisfaction in the areas of service, billing and service costs, and other related areas.

Because loyal customers are one of the most valuable assets for any organization, understanding the factors that motivate them is essential to business success.

 

Syndicated Research Services

The descriptions that follow detail research covering local and long-distance residential telephone services; cable and satellite TV providers; and Internet Service Providers.

bullet Residential Telephone Customer Satisfaction Study

The J.D. Power and Associates Residential Telephone Customer Satisfaction StudySM provides unique insights concerning attitudes and experiences of telephone service customers across the United States. The study examines 5 key drivers of residential telephone customer satisfaction:

  • Performance and Reliability
  • Customer Service
  • Cost of Service
  • Billing
  • Offerings and Promotions

This Voice of the Customer information is gathered from residential heads of households who currently subscribe to telephone service and reflects their experiences, attitudes, and usage. A detailed analysis of the data identifies and quantifies the drivers of satisfaction and highlights key performance metrics that enable providers to better target initiatives that will maximize potential return on investment.

The telephone satisfaction and customer experience information included in this study enables providers to:

  • Examine key drivers of satisfaction among telephone service customers
  • Provide a comparative analysis of the relative strengths and weaknesses of the providers in the phone services market at a regional level
  • Explore key drivers of commitment and loyalty among telephone service customers to maximize acquisition and retention efforts
  • Align product and service improvement efforts with core customer wants and needs

To download the study brochure, click here.

bullet Residential Television Services Satisfaction Study

The J.D. Power and Associates Residential Television Services Satisfaction StudySM provides unique insights concerning attitudes and experiences of television service customers across the United States. There are 5 key factors that drive residential television customer satisfaction:

  • Performance and Reliability
  • Customer Service
  • Cost of Service
  • Billing
  • Offerings and Promotions

This Voice of the Customer information is gathered from residential heads of households who currently subscribe to video service and reflects their experiences, attitudes, and usage. A detailed analysis of the data identifies and quantifies the drivers of satisfaction and highlights key performance metrics that enable providers to better target initiatives that maximize potential return on investment.

The television satisfaction and customer experience information included in this study enables providers to:

  • Examine key drivers of satisfaction among television service customers
  • Provide a comparative analysis of the relative strengths and weaknesses of the major providers in the video market at a regional level
  • Explore key drivers of customer commitment and loyalty among television service customers to maximize acquisition and retention efforts
  • Align product and service improvement efforts with core customer wants and needs

To download the study brochure, click here.

bullet Residential Internet Service Provider (ISP) Satisfaction Study

The J.D. Power and Associates Residential Internet Service Provider (ISP) Satisfaction StudySM provides unique insights concerning attitudes and experiences of internet service provider customers across the United States. The study evaluates 5 key factors that drive customer satisfaction:

  • Performance and Reliability
  • Cost of Service
  • Offerings and Promotions
  • Billing
  • Customer Service

This Voice of the Customer information is gathered from residential heads of households who currently subscribe to internet service and reflects their experiences, attitudes, and usage. A detailed analysis of the data identifies and quantifies the drivers of satisfaction and highlights key performance metrics that enable providers to better target initiatives that maximize potential return on investment.

The ISP satisfaction and customer experience information included in this study enables providers to:

  • Examine key drivers of satisfaction among ISP customers
  • Provide a comparative analysis of the relative strengths and weaknesses of the major providers in the ISP market at a regional level
  • Explore key drivers of customer commitment and loyalty among ISP customers to maximize acquisition and retention efforts
  • Align product and service improvement efforts with core customer wants and needs

To download the study brochure, click here.

bullet Rural Telecommunications Study

The Rural Telecommunications (RT) Study provides unique insights concerning the attitudes and experiences of rural telecom service customers across the United States. Additionally, the RT Study includes a direct comparison of customers who reside in rural areas vs. those in urban and suburban areas.

This bi-annual study is comprised of separate reports in each of three wireline areas: phone, Internet, and video. It evaluates 5 key drivers of customer satisfaction:

  • Customer Service
  • Performance and Reliability
  • Cost of Service
  • Billing
  • Offerings and Promotions

Each report is based on more than 60 questions relating to the service that customers receive from their telecom providers. This Voice of the Customer information is gathered from residential heads of households and reflects their experiences, attitudes and usage. A detailed analysis of the data identifies and quantifies the drivers of satisfaction and highlights key performance metrics that enable providers to better target initiatives that maximize potential return on investment.

The telecommunication services satisfaction and customer experience information included in this study enables rural providers to:

  • Examine the key drivers of satisfaction among residential customers across all three wireline areas
  • Provide a comparative analysis of the relative strengths and weaknesses of the rural, suburban and urban residential telecom markets
  • Explore key drivers of customer commitment and loyalty in rural telecom markets to maximize customer acquisition and retention efforts
  • Align product and service improvement efforts toward core customer wants and needs
  • Compare industry benchmarking with rural, suburban and urban benchmarking

To download the study brochure, click here.

 Turning Information into Action

"In an increasingly competitive market where providers are constantly seeking ways to better manage the costs associated with service support, promoting Web sites as a viable service channel instead of traditional telephone-based support can create significant cost savings. The good news is that customers are responding positively to the Web option. Voice provider Web sites offer customers useful ways to manage their billing needs, review their account information and explore available product and service offerings."

- Frank Perazzini, Director, Telecommunications

"The sharp increase in HD programming across virtually all providers has helped drive HDTV set sales. The rise in the adoption of HDTV has also been a boon for the video-on-demand (VOD) market. Households that receive HD programming view nearly twice as many hours, on average, of VOD or pay-per-view programming per month as non-HD households."

- Frank Perazzini, Director, Telecommunications

"Customers now view Internet service as a necessity—not a luxury—and they’re looking for faster products capable of handling higher bandwidth. As more movies, television shows and videos are being offered online, Internet users are looking for faster, higher quality connections to view content. With both cable modem and DSL service providing faster Internet capabilities than dial-up, users are interested in finding the best service, at the best speed, between the two connection types."

- Frank Perazzini Director, Telecommunications
   
© 2009 J.D. Power and Associates, The McGraw-Hill Companies, Inc. All Rights Reserved.
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