Internet Service Provider Ratings
Factors
Overall Satisfaction:
This score represents customers' overall satisfaction with their Internet Service
Provider.
Performance and Reliability:
This score is based on how customers rate their Internet Service Provider on such
attributes as ease of installation, data transfer speeds, and ability to promptly
restore service after outages.
Cost of Service:
This score is based on how customers rate their Internet Service Provider on such
attributes as service value and the efficiency and competency of billing services.
Customer Service:
This score is based on how customers rate their ISP on such customer services attributes
as their ability to solve problems quickly, without transferring the customer to
different departments, and the thoroughness of the information they provided.
Billing:
This score is based on how customers rate their Internet Service Provider on such
attributes as accuracy of billing, effectiveness in communication changes that may
affect your bill and promptness in making corrections to your bill.
Offerings and Promotions:
This scores is based on how customers rate the available offers, packages, and discounts
provided by their ISP.
Television Service Provider Ratings
Factors
Overall Satisfaction:
This score represents the respondents' overall satisfaction with their residential
television service company, which is based on the respondents' experience with performance
and reliability, customer service, cost of service, billing, and offerings and promotions.
Performance and Reliability:
This score is based on how respondents rate their residential television service
company's service on promptness of restoring outages, keeping service outages to
a minimum, and reception clarity.
Customer Service:
Respondents rate their residential television service company on timely resolution
of problems, ease of contact, and knowledge and courtesy of representative.
Cost of Service:
Respondents rate their residential television service company on the price paid
for services offered. Attributes in this factor include, attractiveness of additional
channel pricing and of available plans, fairness of the price, and the ease of understanding
those options.
Billing:
Respondents rate how satisfied they are with the billing options of their residential
television service company, such as ease of understanding bills, accuracy, and timeliness
of bills.
Offerings and Promotions:
Respondents rate their residential television service company on availability of
reward programs, communicating those programs, and the variety of programs.
Telephone Service Provider Ratings
Factors
Overall Satisfaction:
This score is based on how customers rate their overall satisfaction with their
telephone service provider.
Customer Service:
This score is based on how customers rate their telephone service provider on attributes
such as customer service representatives' knowledge, their ability to make prompt
service changes when requested and their ability to resolve problems with one call.
Performance and Reliability:
This score is based on how customers rate their telephone service provider on attributes
such as the ability to keep service outages to a minimum and the ability to get
calls through on the first try.
Cost of Service:
This score is based on how customers rate their telephone service provider on attributes
such as competitiveness of prices offered and ease of understanding available pricing
options.
Billing:
This score is based on how customers rate their telephone service provider on attributes
such as understanding your bill's layout, effectiveness of communicating changes,
variety of payment methods, clarity of payments and/or credits shown, and variety
of billing options.
Offerings and Promotions:
This score represents how customers rate their telephone service provider on attributes
such as the offers and incentives that recognize loyalty, effectiveness of communicating
new services or promotions, and variety of services offered.
J.D. Power and Associates Power Circle Ratings do not include all information used
to determine J.D. Power and Associates Awards. See jdpower.com for more information on Power Circle Ratings.
WOW! received the highest numerical score among Internet Service Providers in the
North Central Region in the proprietary J.D. Power and Associates 2008-2009 Internet
Service Provider Residential Customer Satisfaction StudiesSM; 2007-2009
Residential Telephone Customer Satisfaction StudiesSM; and 2009 Residential
Television Service Satisfaction StudySM. 2009 ISP study based on 23,997
total responses, measuring 12 providers; 2009 Telephone study based on 21,485 total
responses, measuring 11 providers; and 2009 Television study based on 28,118 total
responses, measuring 12 providers in the North Central region (IL, IN, MI, OH, WI)
and measures satisfaction of consumers with their service provider. Proprietary
study results are based on experiences and perceptions of consumers surveyed in
January-July 2009. Your experiences may vary. Visit
jdpower.com.
