As gaps in network performance issues are drastically decreasing among communications provider companies, a key differentiator in customer satisfaction is the proficiency of account teams and customer service, according to research just released from J.D Power and Associates.

The study titled, “2011 U.S. Major Provider Business Telecommunications Study – Data Services” finds that industry averages for short- and long-duration outages reported among communication provider companies has declined significantly. The average number of short-duration outages experienced by customers during the past six months has decreased by more than 22 percent, to 4.6 incidents in 2011 from 5.9 in 2010.

The report also says the average number of extended outages (greater than five minutes) has decreased more than 24 percent in the same period to 1.9 incidents in 2011, from 2.5 in 2010. As a result, performance-related issues are not among the top reasons customers would consider switching communication providers in 2011.

Efficiency of customer care from communication providers makes the difference to customers. Greatest differences in satisfaction between customers who intend to switch and those who intend to stay with their current communications provider revolve around the responsiveness of account executives and customer service representatives.

“As annual improvements in network performance continue, empathy-related attributes, such as concern for customers' needs, have materialized as elements that can make or break a service provider,” said Frank Perazzini, director of telecommunications at J.D. Power and Associates.

Communication providers pushed a percentage of their customer support to Web-based applications, and rightly so, as their customers have largely embraced this channel. However, when a customer's business is in peril due to a telecommunications problem, they want to connect with a service representative who understands the critical nature of their situation. 

Whether it’s services or support, communciation providers strive to provide their partners and customers with the highest quality solutions and resources available. Services made available by communciation providers are fully supported by expert sales professionals and support teams that are dedicated to providing customers with the support they need to be able to spend more time focusing on their business.

According to the J. D. Power study, electronic billing has a strong effect on overall carrier satisfaction among communication providers. Among customers who rate their provider a 10 on a 10-point scale, 63 percent indicate they use online billing systems, while those who rate their provider a 4 or lower are 10 percent less likely to use electronic billing.

The study is based on the responses from 5,928 business customers of telecommunications data services at home-based, small/midsize and large enterprise businesses in the U.S. With an index score of 632, Cox Communications ranks highest in the home-based business communication provider segment. Optimum (News - Alert) Business and Verizon were also ranked among the top communication providers in terms of customer satisfaction.