Performance, reliability drive US service provider satisfaction
September 25, 2015
Scores for network performance and reliability have improved, the number of U.S. households connected to digital service has grown and satisfaction has increased across wireline offerings, according to three new US wireline studies: the J.D. Power 2015 U.S. Residential Television Service Provider Satisfaction Study; the J.D. Power 2015 U.S. Residential Internet Service Provider Satisfaction Study; and the J.D. Power 2015 U.S. Residential Telephone Service Provider Satisfaction Study.
The annual wireline studies evaluate residential customers’ experiences with TV, Internet and phone services in four regions: East, South, North Central and West. The ISP and telephone studies measure customer satisfaction across five factors: network performance and reliability; cost of service; billing; communication; and customer service. The TV study measures
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