Contact Center Solutions Featured Article

Optimum, Verizon Come Out on Top in Customer Survey

June 19, 2009

According to J.D. Power, Optimum Business ranks highest in satisfying home-based and small to mid-size business customers with telecommunications data services, and Verizon's (News - Alert) tops among customers in the large enterprise business segment.

After a sharp decline in satisfaction scores in the small/mid-size and large enterprise business segments between 2007 and 2008, overall satisfaction in both segments have increased in 2009, J.D. Power officials say, "driven by improvements in the billing and customer service factors." The results are in the latest J.D. Power and Associates 2009 Major Provider Business Telecommunications study.

With an index score of 654 on a 1,000-point scale, Optimum (News - Alert) Business by Cablevision ranks highest in the home-based business segment.

The study found that Optimum Business performed well in performance and reliability, and picked up kudos for offerings and promotions. Silver and bronze went to Cox (News - Alert) Communications (637) and EMBARQ (629).

Optimum Business also took top honors for the small/mid-size business segment with a score of 673, performing particularly well in sales representatives/account executives, billing, cost of service and offerings and promotions. J.D. Power characterized these particular categories as "four of the six factors driving satisfaction." 
 
In the large enterprise business segment, Verizon ranks highest in customer satisfaction with a score of 694, performing particularly well in performance and reliability, sales representatives/account executives, customer service, cost of service and offerings and promotions. Time Warner (News - Alert) Cable came in second with 677.

In more good news, the study found a "considerable decline" in the percentage of small/mid-size and large enterprise business customers who said they had "difficulty understanding the customer service representative," which includes a lack of understanding of the problem by the customer service representative and issues with the clarity of a customer service representative's response.
 
Sixteen percent report having experienced this problem, compared with 23 percent in 2008. Among large enterprise business customers this went from 26 percent to 13 percent.

"The sharp decline in communication-related problems between customer service representatives and their clients is just another example of how strong internal training programs pay long-term dividends for business services providers," said Perazzini. "These results are particularly impressive considering that there were no major differences in network outage performance between 2008 and 2009."

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Xerox Bringing 1,000+ Call Center, Other Jobs to Kentucky

When it comes to the call center world, the growing trend for the market is for companies to return to the United States. Xerox is just one of the companies moving its call center operations back to the U.S. [ Read More ]
09/18/2014

Georgia County to Receive New Call Center

Recent news emanating from Georgia's Henry County indicates that a global payments company will soon create a new call center in the city of McDonough and, with that new center, will create up to 450 jobs. [ Read More ]
09/17/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!