AT&T, Verizon outdo cable in business ratings

The most recent J.D. Power and Associates study of business data customers shows AT&T leading the way for large enterprises and Verizon scoring highest with small to mid-sized businesses.

But while the two largest telecom players topped the survey, the cable segment shone in the small business survey with Cox Communications and Time Warner Cable finishing second and third respectively, ahead of both AT&T and Qwest. Comcast was six in the small business rankings.

The survey also showed that businesses rate companies significantly higher when they have a specific point of contact for troubleshooting problems or answering questions.

J.D. Power measured customer satisfaction with data service providers including cable modems, DSL lines, T1, T3/DS3, Ethernet and Frame Relay services. The survey used seven measures of satisfaction, including performance and reliability, billing, cost of service, sales reps/account executives, company image, offerings and promotions, and customer service.

For large business customers, AT&T performed well in performance and reliability, image, sales rep/account execs and customer service. Verizon was second on that customer segment, followed by Comcast, Qwest and Time Warner Cable.

Among small businesses, Verizon was followed by Cox Communications, Time Warner Cable, AT&T, Qwest and Comcast.

The survey found overall satisfaction increased by 93 points among small businesses and 81 points among larger ones when customers can reach a designated account representative, account team or specified 800 number to contact for sales or service.