AT&T U-verse, Verizon FiOS top regional customer satisfaction rankings, says J.D. Powers and Associates

October 14, 2008

AT&T U-verse ranks highest in customer satisfaction in three U.S. regions, and Verizon FiOS ranks highest in one region among television service providers that include cable, satellite and IPTV service providers, according to new J.D. Power and Associates research.

According to the “J.D. Power and Associates 2008 Residential Television Service Satisfaction Study” released Oct. 1, both companies ranked well in five specific factors measured to gauge overall customer satisfaction, including performance and reliability, customer service, cost of service, billing, and offerings and promotions.

The study examined customer satisfaction in four regions: North Central, East, West and South. Customer satisfaction with video provider performance was reported as an index score based on a 1000-point scale.

AT&T U-verse ranked highest in the North Central region, with an index score of 730. It had an index score of 697 in the West region and 706 in the South region. In the East region, Verizon FiOS ranked highest with a score of 677. This is the first year both AT&T U-verse and Verizon FiOS were included in the study. AT&T U-verse and Verizon FiOS perform particularly well in the offerings and promotions factor, specifically with their bundled pricing options. Both providers also perform well in the performance and reliability factor, especially regarding reception clarity.

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