Study: Verizon ranks highly in customer satisfaction among U.S. wireline service providers

PROVIDENCE – Verizon Communications Inc. was ranked highest in customer satisfaction in the small/medium business and very small-business segments in the latest U.S. Business Wireline Satisfaction Study by J.D. Power, the telecommunications company announced.

It’s the third year in a row Verizon has won the small/medium business segment (20-499 employees). Verizon’s score of 813, based on a 1,000-point scale, edged out AT&T’s score of 812 for the top spot. Cox was third with a score of 789, CenturyLink was fourth with 766, Spectrum was fifth with 762, and Comcast was last with 759.

Verizon led the very small-business segment with a score of 762. Cox was second with 756, Comcast was third with 739, AT&T was fourth with 737, Spectrum was fifth with 715, CenturyLink was sixth with 669, and Frontier was last with 664.

Verizon was also ranked in the large enterprise segment, finishing second with a score of 833 behind AT&T’s score of 844. CentryLink was fourth with 806, Spectrum was fifth with 793, and Comcast was last with 790.

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Based in California, J.D. Power is a global marketing information company that conducts surveys of customer satisfaction, product quality and buyer behavior for various industries.

“We pride ourselves on delivering first-rate network and customer experiences that help small- to medium-sized businesses thrive,” said TJ Fox, president of Verizon Business Markets.

The J.D. Power rankings represent the latest instance of recognition for Verizon. In August, the company was ranked No. 1 in overall performance for the fourth year in a row by P3 in its 2019 Mobile Benchmark USA report for its 4G, data and voice coverage. Also last month, RootMetrics said Verizon won its overall network performance and reliability awards for the 12th time in a row.

Susan Shalhoub is a PBN contributing writer.