Small Business Wireline Customer Satisfaction Remains High Despite Fierce Market Challenges, J.D. Power Finds

Business wireline customer satisfaction remains high, especially for small business customers who weathered the pandemic storm and remained afloat, according to the J.D. Power 2022 U.S. Business Wireline Satisfaction Study,^SM released today. Even though problem contacts are up among small business customers, satisfaction is up eight points (on a 1,000-point scale) from 2021 despite an increase in performance and reliability issues. Conversely, large enterprise customer satisfaction is down, even though fewer problems were cited than a year ago.

“Each business segment is experiencing market forces differently,” said Ian Greenblatt, managing director at J.D. Power. “While satisfaction is higher this year among small business customers, large enterprise customers are less satisfied as they face a challenging business environment to get back to a pre-pandemic status. When problems do arise, small businesses are thankful for the support but large enterprises are exhibiting less tolerance for anything less than seamless service. Increased focus on personalized services, dedicated account representatives and solid communications will increase performance and reliability perceptions for all business segments.”

Read the full press release for key findings and brand rankings >