Cable Broadband Tops DSL On Customer-Satisfaction Survey2012-10-16 09:23 by DanielaTags: cable, DSL
As efficient network technologies employing fiber optics and hybrid fiber/coax diminish outages and increase bandwidth speed, customers utilizing DSL technology face reliability issues and worse-than-expected network speed, according to the J.D. Power and Associates 2012 U.S. Residential Internet Service Provider Satisfaction StudySM released today. Now in its 15th year, the study measures customer satisfaction with high-speed Internet service based on five factors: performance and reliability; cost of service; billing; offerings and promotions; and customer service. As customers add Internet-connected devices to their home network, which increases their bandwidth speed requirements, more are turning away from DSL as a viable option and turning instead to cable or fiber optic Internet service providers (ISPs). Satisfaction with performance and reliability is 650 (on a 1,000-point scale) among DSL customers, compared with 672 among cable modem customers and 725 among customers utilizing fiber-to-the-home connections. Additionally, in the past three months, DSL customers have experienced an average of 2.5 outages, compared with outages experienced by customers with cable modem (2.0) and fiber optic (1.4) connections. As customer needs have changed, so has the market. Year over year, the market share for DSL has declined to 25 percent from 30 percent in 2011, while cable has grown to 61 percent (from 59%) and fiber optic has grown to 14 percent (from 9%). Among customers who have switched their ISP provider in the past year, 40 percent were DSL customers. Of these former DSL customers, 93 percent chose either a cable or fiber optic provider. Read more -here-
Post your review/comments
rate:
avg:
|