Verizon Customers Most Satisfied in New JD Power Survey Thanks to FiOS, Verizon has taken top honors in the JD Power and Associates " 2013 U.S. Residential Internet Service Provider Satisfaction Study" in the East, West and South regions, while WOW! (Wide Open West) scored the best among all ISPs in the North Central region. Notable under-performers across several regions when it comes to customer satisfaction (or dissatisfaction as the case may be) include Windstream, Frontier, Time Warner Cable, Charter, MediaCom and CenturyLink. Some additional key findings from the report: •Overall customer satisfaction among Internet service customers is 683 on a 1,000-point scale. •Customer satisfaction increases to 712 among customers who upgrade to premium speed package--41 points higher than among those who have not upgraded their Internet service (671). •More than one-third (38%) of customers indicate upgrading to premium speed service packages. •Performance and reliability is by far the most critical factor in driving overall satisfaction and meeting customer expectations. •Customers who upgraded to premium speed packages make nearly twice as many positive recommendations to friends/family of their provider during the past year (23% vs. 14%). •The average monthly bill for premium speed packages is $48, compared with $43 for basic Internet. "As streaming video grows in popularity, supporting customer demand for bandwidth and download speeds presents many challenges for the industry," said Kirk Parsons, senior director of telecommunications at J.D. Power. "Meeting these challenges increases customer satisfaction. Providing value-based bandwidth and download speed offerings are key for industry growth."
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 | | Fios gets Verizon top honors This is because Fios gets Verizon good grades. Their non-fios areas truly stink. | |
| | | JD power surveys or... "Awards through extortion and lobbying".
Right?
JDPwr: "Hey Verizon. We sent surveys out to all the Fios owners and they told us some great information you should hear about!"
Fios Rep: "Really? What did they say?"
JDPwr: "Oh well, you see, our business model is based on sending a $1 for every survey, along with postage and stats. Collecting the data, aggregating it then putting it in a presentation (that favors your product), along with exclusive use of our printable awards, permission to advertise that you have top annual honor and trophy isn't cheap."
Fios Rep:" Um how much?"
JDPwr: "Please sign this NDA and make a $500K check out to JDPower and Assoc."
Fios Rep: "What a bargain!"
/cynicism is awesome. 
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Splat | |
|  | | | Re: JD power surveys or...
%u2022Customer satisfaction increases to 712 among customers who upgrade to premium speed package--41 points higher than among those who have not upgraded their Internet service (671).
what percent of those had to call back to fix their billing problems after upgrading? | |
| | | Reviews:
 ·Verizon FiOS
 ·voip.ms
| Re: JD power surveys or... Billing is definitely a problem, but better than TWC which is a bottom of the barrel scum sucker and simply tried to rip me off. And their ranking for cable near Frontier is justified. They REALLY suck, across the board. I feel bad for friends who are stuck w/ them because FiOS wasn't wired in their town and the bills all seem to be over $200.
The service itself has been great except for CC going out for 3 days, but billing issues have been numerous, especially when changing anything. In fact I delayed updating my internet speed for 6 months until I renewed (which they messed up) because I didn't want the headaches.
Their chat support is definitely going downhill. The reps ask stupid questions that you have already answered or if something goes wrong they plow through the script regardless of what happened last. For instance they tell me to hook and unhook my coax which I don't have since I have cat out of the ONT. The list goes on. With higher speeds, they are cat only so they should upgrade their scripts or at least give the reps accurate information...
In general that is where companies cut corners, but billing can be fixed...I mean that is all programmed... | |
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 IowaCowboyWant to go back to IowaPremium
join:2010-10-16
Springfield, MA
 ·Comcast
 ·Verizon Broadban..
| That's if you can get FiOS. If they build it customers will sign up.
If they pass my house with FiOS, I'd gladly sign up as soon as it became available. I'm kind of optimistic as I have been seeing contractors laying fiber in residential neighborhoods. I think the work right now is the back haul. | |
| | | You listening Mr. Wireless? Hey Lowell you listening?
Install the fiber already before someone else does it. | |
| Reviews:
·Verizon FiOS
| Isn't it amazing.. .. How a regular reading of the "BBR VZ Forums" will lead to a widely divergent viewpoint! Who to believe? The answer is probably somewhere in the middle.
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"Obscurity and a competence—that is the life that is best worth living." –Mark Twain | |
| | | and Frontier Customers Most Dissatisfied in JD Power Survey Frontier came in at the bottom in the East region and the North Central region.
These were the only 2 regions in which Frontier was listed, or rated.
Certainly something to be proud of! | |
| |  Rattler
join:2001-04-13
Havertown, PA | Re: and Frontier Customers Most Dissatisfied in JD Power Survey said by Bob61571:Frontier came in at the bottom in the East region and the North Central region.
These were the only 2 regions in which Frontier was listed, or rated.
Certainly something to be proud of!
I have friends that have a second home in Sullivan County, PA and another lives in the Durham, NC area. Both have Frontier and are not at all happy with their service.
In Sullivan County, PA, Frontier is the only game in town and act like it with heavy-handed treatment of their customers coupled with an unwllingness to deal with problems. They also have FiOS in their house in NJ and are very satisfied with that.
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Never raise your hands to your kids. It leaves your groin unprotected. -- Red Buttons | |
|
 batterupI Can Not Tell A Lie.Premium
join:2003-02-06
Netcong, NJ | Someone is missing. Where are the ratings for the supposed Google Fiber? | |
| lthead
join:2006-08-17
Baldwinsville, NY | we'll see If these ratings continue with all of the new price hikes starting, $9.95 return a set top box to a fios store (restocking fee), $20 increase to router purchase $99 up from $79 for the "advanced wireless router" (tune to channel 692 on fios tv) that's not even dual band heh. $3 increase for a remote control $15 now, and starting in nov a $3.99/mo router rental fee for new customers. | |
| | Reviews:
·Verizon FiOS
·voip.ms
| Re: we'll see I just got my notice yesterday. I saw some of what you are talking about, but those are typically rack rates. If they started charging to return equipment and they are paying $10/month for a $100 STB, people are going to get really pissed.
As to the modem fee, it's a rate hike. I'm sure it will be $7 next year, just like the other me-too providers out there. I am actually shocked they haven't implemented it yet because that is such an easy below line jab to take. The only problem is that if you leave FIOS it's a paperweight, unlike cable. I guess you could resell, or get cat wired out of your ONT and do your own gig. | |
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Reviews:
·ooma
·Optimum Online
·Verizon FiOS
| service vs pricing I'm sure if they asked real FIOS customers about Verizon's pricing, they'd have a few notches taken down in the rankings..
How can anybody be MOST SATISFIED with a 99 cent municipal construction fee added on to FIOS internet???
So; For that alone, JD Power has no credibility. | |
| | Reviews:
·Verizon FiOS
1 edit | Re: service vs pricing »documents.dps.ny.gov/public/Comm···7565082}
Read this, as you continue to believe that price DECREASES are in order. Verizon Wireline is losing money, Cablevision is getting destroyed quarter after quarter. Prices are going up in NY, even for your beloved Cablevision.
Do you actually believe these companies are making money hand over fist with $69 Triple plays, and they pay out like $40 a month in carriage fees? The mutual undercutting is catching up to them. | |
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| | Good ol' Charter Even though they have a commercial currently out talking about how their customer satisfaction is at an all time high, that's not very hard to do or say, when you're CONSTANTLY ranked towards the bottom!!
Charters business practices have to among the worst in the country for ANY type of business!!
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The Firefox alternative.
»www.mozilla.org/projects/seamonkey/ | |
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