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J.D. Power Publishes 2013 U.S. Residential Internet Service Provider Satisfaction Study Report

September 27, 2013

J.D. Power 2013 U.S. residential internet service provider satisfaction study results were published recently which reveals that customer satisfaction is high among Internet customers who have upgraded to high speed premium Internet services with better performance.


A global marketing information services company J.D. Power specializes in providing performance improvement, social media and customer satisfaction insights and solutions. It also provides information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more.

Kirk Parsons, senior director of telecommunications at J.D. Power said, “As streaming video grows in popularity, supporting customer demand for bandwidth and download speeds presents many challenges for the industry. Meeting these challenges increases customer satisfaction. Providing value-based bandwidth and download speed offerings are key for industry growth.”

The study found that customers experience better satisfaction levels when they upgrade their basic Internet service with increase in their need for high bandwidth services. In addition to overall satisfaction the customer loyalty also increases.

Analysts at J.D. Power revealed that overall customer satisfaction among Internet service customers was 683 on a 1,000-point scale. Also customer satisfaction increases to 712 when customers upgrade to a premium speed package. This is 41 points more than that seen with customers who have not upgraded their Internet service (671).

About one-third or 38 percent of customers are desirous to upgrade to premium speed service packages. They consider performance and reliability as critical factors that enhance overall satisfaction.

The study also found that customers who upgraded to premium speed packages made double the number of positive recommendations to friends/family about their provider during the past year when compared to the previous year. Also the average monthly bill for premium speed packages increased to $48 from $43 for a basic Internet package.

J.D. Power 2013 U.S. residential television service provider satisfaction study, another recent analysis by J.D. Power found that loss of signal the most frequently mentioned service outage also has the greatest negative impact on customer satisfaction and future loyalty.




Edited by Peter Bernstein



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