Business wireline satisfaction refers to the overall contentment and satisfaction of business customers with wireline services, which include traditional landlines, broadband internet, and related communication services. Wireline satisfaction is measured through various factors, often assessed in customer satisfaction surveys, that impact how well a business’s communication needs are met.

For the third straight year, the satisfaction gap between large enterprise and very small business wireline customers has increased, according to the J.D. Power 2019 U.S. Business Wireline Satisfaction Study^SM.

“Very small business customers who have had issues with their business lines view their provider as less trustworthy and reliable, but if you look at the large enterprise segment, that is not the case,” said Ian Greenblatt, Managing Director at J.D. Power.“Smaller business customers may be less profitable, but if wireline companies can address the opportunities in very small business customer service, they will see an increase in satisfaction and, ultimately, retention.”

Study Results Business Wireline Satisfaction

For the large enterprise segment, AT&T ranks highest with a score of 844. Verizon (833) ranks second, and CenturyLink (806) ranks third.

For the small/medium business segment, Verizon ranks highest with a score of 813. AT&T (812) ranks second and Cox (789) ranks third.

For the very small business segment, Verizon ranks highest with a score of 762. Cox (756) ranks second and Comcast (739) ranks third.

The 2019 U.S. Business Wireline is based on responses from 3,424 customers who contacted their carrier’s customer care department within the past three months. The study evaluates business wireline experiences across 6 different factors: performance and reliability, cost of service, communications, sales representatives and account executives, billing, and customer service.

The study was fielded from April to May 2019. 

The main factors affecting business wireline satisfaction include:

1. Service Reliability: Consistent uptime and stable performance without frequent disruptions are crucial, as businesses rely heavily on reliable connectivity for operations.
2. Customer Support Quality: Prompt, effective customer support when issues arise can significantly impact satisfaction. Businesses expect fast resolutions and knowledgeable representatives.
3. Service Pricing: Value for money and competitive pricing are critical, particularly for small businesses managing budgets.
4. Bandwidth and Speed: Higher-speed connections and ample bandwidth to support cloud services, large data transfers, and seamless VoIP calls enhance satisfaction.
5. Flexibility and Scalability: Businesses appreciate service packages that can scale with growth and adapt to evolving needs, including options for upgrading bandwidth and services.
6. Security Measures: Secure connections and measures to protect data and communications are increasingly important as cyber threats rise.
7. Innovative Features: Additional features such as unified communications, VPNs, remote access, and managed services can improve satisfaction by adding value.
8. Billing Transparency: Clear, understandable billing without hidden fees or unexpected charges is crucial for business trust and satisfaction.

These factors shape business wireline satisfaction levels, influencing decisions to continue, upgrade, or switch services. High satisfaction typically results in loyalty, whereas unresolved issues may lead businesses to consider other providers.

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