In this wacky world of telecom service, the highest ranked telephone service in the West isn’t a telephone company, according to the 2009 J.D. Power report on Residential Telephone Customer Satisfaction.
Cable TV provider Cox Communications took the lead in the West and East regions of the United States for having the most satisfied telephone customers. (The North and South regions also had TV companies offering phone service ranked at top.) It was the third year that traditional cable TV companies were at the top. (Click image below to enlarge)
This may sound like a coup, but don’t forget, last year’s TV service winners were the traditional phone companies, AT&T and Verizon. (Read earlier story: “What TV service has most satisfied customers? (Hint: Not cable)“)
Consumers are looking for alternatives to their long time TV or telephone provider. And in Orange County in the last few years, we’ve been getting that as Time Warner and Cox add phone service, and AT&T and Verizon add TV service. What the JD Power reports really show is that competition is improving service.
In the West, Cox ranked the highest in every category, earning a score of 684 points out of a possible 700. That was 27 points above second-place winner Qwest. The average score in the West was 652.
But not everything was perfect. Hold times are still 8.8 minutes, which is better than last year’s 9.5 minutes.
Overall, the study said that telephone service has improved because more customers plan to recommend their service. Nearly 70 percent said they “probably will” or “definitely will” recommend their service provider, compared to 64 percent last year.
Orange County’s major telephone providers, Verizon and AT&T, ranked 3rd and fourth, respectively. Verizon scored 651 points, and AT&T 650.
Recent stories on Cox: