Verizon, Optimum Cable Ranks High Among East Coast Customers
Jotham Sederstrom Oct. 1, 2013, 9 a.m.
Verizon Wireless and Optimum Cablevision are making its broadband customers happier than most of their competitors, according to a recent study by J.D. Power and Associates.
The firm, which rates products and customer experiences across various industries, studied Internet customers and customers who upgraded their bandwidth. The 2013 U.S. Residential Internet Service Provider Satisfaction study also measured customer loyalty and overall satisfaction. J.D. Power measured overall customer satisfaction on a 1,000-point scale.
Verizon and Optimum grabbed the top two spots among Internet service providers in the Eastern region of the United States. Additionally, Verizon scored a 722 out of a possible 1,000 on its customer satisfaction index score, while Optimum scored 688.
Time Warner Cable did not fare as well in the study. The cable company that dominates the New York City metro area came in at seventh place with an index score of 648.
The J.D. Power study is based on responses from more than 25,000 broadband customers nationwide. The study, in its 16th year, based findings on five different factors in its customer survey, including performance and reliability, cost of service, billing, communication and customer service.
Also noted in the study, customers rated performance and reliability among critical factors in driving overall satisfactions.