Cable MSOs top telcos in J.D. Power residential phone survey

Bright House Networks, Cox Communications and other cable MSOs are beating AT&T (NYSE: T), Verizon (NYSE: VZ) and other telcos in customer satisfaction for telephone service, according to a J.D. Power and Associates survey released Thursday.

Click here for detailed J.D. Power consumer ratings by region.

Cox led the survey in the East Region, with a score of 659. It was followed by Cablevision's (NYSE: CVC) Optimum Voice (647) and Verizon (640) and AT&T (635).

Bright House was the top provider in the South Region, scoring 704. It was followed by Cox (680), AT&T and Verizon (both scoring 637); and Time Warner Cable (636).

WideOpenWest won the North Central Region, with a score of 721. It was followed by Cincinnati Bell (665); AT&T (631), Time Warner Cable (630); and Comcast (626).

Cox was also the top ranked phone provider in the West, scoring 669. It was followed by CenturyLink (639); Comcast (634); and Qwest (633).

J.D. Power based its study on customer satisfaction with local and long-distance call service. Factors it examined included overall satisfaction; performance and reliability; cost of service; billing; offerings and promotions; and customer service.

The results of the survey show that cable MSOs, most of which have been offering phone service for less than 10 years, have come a long way in challenging AT&T and Verizon in their core local phone business. While cable still faces challenges in providing better customer service, the survey shows that many consumers are satisfied with phone service provided by local cable operators.

For more:
- see news release

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