J.D. Power and Associates Ranks Verizon Business Highest in Customer Satisfaction

J.D. Power and Associates, a global marketing information services company,  has ranked Verizon Business as the top performer in overall satisfaction in the Large Enterprise segment in its 2009 Major Provider Business Telecommunications Study-Data Services. The annual study has also set Verizon Business (News - Alert) as the benchmark in performance and reliability, customer service, cost of service, offerings and promotions.

 

According to Fran Shammo, president of Verizon Business, the award is proof of the overwhelming vote of confidence from Verizon’s customers. Businesses throughout the world can continue to count on Verizon Business for the high performance and quality service delivery that separate it from the competition. Shammo also noted that the customers of Verizon Business worldwide rely on it to be the backbone of their business.

 

Verizon Business scored the highest in four out of six key performance factors used by J.D. Power and Associates to measure customer satisfaction in the Large Enterprise segment. These four factors include performance and reliability, customer service, cost of service, and offerings and promotions. Verizon also tied for the highest score in the fifth performance factor, namely sales representatives/account executives. The company had an overall score of 694 on a scale of 1,000, 22 points higher than the average segment score.

 

The 2009 study by J.D. Power and Associates' surveyed U.S. home-based, small to mid-sized and large-enterprise business customers to measure customer satisfaction with providers of telecommunications data services such as cable modem, DSL, T1, T3/DS3, IP-based networks for VPNs, Ethernet services, videoconferencing applications, Web site hosting and managed services. Five factors are used to measure satisfaction across all three segments, namely performance and reliability; billing; cost of service; offerings and promotions; and customer service. Sales representatives/account executives is the sixth factor included for small/midsize businesses and large enterprise businesses.

 

The study, which was conducted in January and April, is based on responses from 4,252 business customers with telecommunications data services at home-based, small/midsize and large enterprise businesses in the United States. The report contains evaluation of these data service providers. The study also revealed a decline in the percentage of small/midsize and large enterprise business customers who said they had difficulty understanding the customer service representative.

 

In related news, Verizon Business received the 2009 North American Enterprise Telephony Equipment Implementation and Management Customer Value Enhancement Award by research firm Frost & Sullivan (News - Alert). The company received the award for its ability to expand its customer base through the creation of innovative managed IP telephony services, according to Frost & Sullivan.