J.D. Power ranked Verizon (NYSE: VZ) as the top broadband provider in every region where it offers FiOS Internet, and said FiOS TV was the top pay TV service in the East in terms of customer satisfaction.
Scoring 722 on a 1,000-point scale, Verizon beat rival Cablevision (NYSE: CVC) in the East in the residential Internet satisfaction study J.D. released Thursday. The MSO's Optimum Online service earned a score of 686. Cablevision was followed by AT&T (NYSE: T) (684); Cox Communications (682); Comcast's (Nasdaq: CMCSA) Xfinity (678); Time Warner Cable (NYSE: TWC) (648); and rural telco Frontier Communications (Nasdaq: FTR) (645).
Verizon scored 714 points in the Western region, topping AT&T (689); Cox (687); Comcast (672); CenturyLink (NYSE: CTL) (664); Time Warner Cable (661); Charter Communications (Nasdaq: CHTR) (648); and Mediacom Communications (600). Verizon's 724 score in the South made it No. 1 Internet provider in the region, beating AT&T (711); Bright House Networks (708); Suddenlink (696); Cox (689); and Comcast (669).
J.D. released separate customer satisfaction reports on pay TV and voice services. Verizon FiOS was the top ranked provider in the East. Its score of 735 edged satellite TV rivals Dish Network (Nasdaq: DISH) (734) and DirecTV (Nasdaq: DTV) (733). Cox, Cablevision and Comcast each scored 687 points in the East, and Time Warner Cable scored 649.
DirecTV won the South region, with a score of 744, topping AT&T's 742 for U-verse TV. Dish was No. 1 in the West, with a score of 737, and Verizon's 732 points gave it second place. AT&T was also the top-ranked pay TV provider in the North Central region, scoring 730 points.
J.D. Power said that outages had the biggest impact on its satisfaction scores for pay TV services. It noted that 67 percent of customers it surveyed experienced some type of outage in the last year, and that the average monthly bill for TV service was $87.
- see J.D. Power residential Internet study release
- see residential television release
- see residential telephone release
Charter, TWC, Cox, Cablevision ranked last in Temkin customer service ratings
Verizon's latest call center technology: Pick your own CSR
Cox tops J.D. Power business wireline survey
WOW dominates Consumer Reports rankings of top TV, Internet and phone providers
J.D. Power: Cable has edge with home automation services