TV and Internet Providers Hold Strong with Performance and Reliability, J.D. Power Finds
TROY, Mich.: 24 Sept. 2020 — During a time when working safer at home and television binge-watching has been at an all-time high, TV and internet providers see satisfaction improvements for performance and reliability, according to the J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM and J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction Study,SM released today.
“With the country quarantining at home, internet and television services were under enormous pressure to continue performing reliably,” said Ian Greenblatt, managing director at J.D. Power. “True to form, providers did not succumb to the additional demand. Instead, they kept America connected: working, informed and entertained, thereby retaining their customers’ satisfaction.”
Study Rankings
Residential Internet Service Provider Satisfaction Study Verizon ranks highest in the East region (769). AT&T/DIRECTV ranks highest in the North Central (742), South (769) and West (742) regions.
Residential Television Service Provider Satisfaction Study AT&T/DIRECTV and DISH Network rank highest nationally in a tie with a score of 763. This is the third year in a row that DISH Network has ranked highest nationally. AT&T/DIRECTV ranks highest in the East (793). DISH Network ranks highest in the North Central (749) and South (781). Both AT&T/DIRECTV (752) and DISH Network (752) rank highest in a tie in the West region.
The 2020 U.S. wireline studies are based on responses from 26,554 customers in the Internet Service Provider Study and 20,675 customers in the Television Service Provider Study who evaluated their cable/satellite TV and high-speed internet service providers. The studies were fielded from October 2019 through July 2020.
For more information about the U.S. Residential Wireline studies, visit https://www.jdpower.com/business/resource/us-residential-television-customer-satisfaction-study.
See the online press release at http://www.jdpower.com/pr-id/2020116.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.
Media Relations Contacts Geno Effler, J.D. Power; West Coast; 714-621-6224; [email protected] John Roderick; East Coast; 631-584-2200; [email protected]
jdpower.com/business
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press- release-info
# # # NOTE: Nine charts follow.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) East
Verizon 769
Region Average 727
Xfinity 726
Cox Communications 713
Spectrum 696
Optimum by Altice 693
Frontier Communications 637
Note: East includes Connecticut, Delaware, District of Columbia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, Vermont, Virginia and West Virginia. Source: J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) North Central
AT&T/DIRECTV 742
Xfinity 724
Region Average 721
Spectrum 706
Frontier Communications 643
Note: North Central includes Illinois, Indiana, Michigan, Ohio and Wisconsin. Source: J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) South
AT&T/DIRECTV 769
Xfinity 748
Region Average 738
Cox Communications 734
Spectrum 732
Sparklight (formerly Cable One) 711
CenturyLink 704
Frontier Communications 687
Kinetic by Windstream 680
Suddenlink by Altice 667
HughesNet 620
Note: South includes Alabama, Arkansas, Florida, Georgia, Kansas, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, Oklahoma, South Carolina, Tennessee and Texas. Source: J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) West
AT&T/DIRECTV 742
Sparklight (formerly Cable One) 730
Xfinity 724
Cox Communications 721
Region Average 718
CenturyLink 716
Spectrum 714
Mediacom Communications 670
Frontier Communications 659
Note: West includes Arizona, California, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming. Source: J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) National
AT&T/DIRECTV 763
DISH Network 763
Industry Average 741
Xfinity 733
Spectrum 716
Note: Included in the average but not ranked due to insufficient market share in one or more regions are CenturyLink, Cox Communications, Frontier Communications, Mediacom Communications, Optimum by Altice, Suddenlink by Altice and Verizon.
Source: J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) East
AT&T/DIRECTV 793
Verizon 771
DISH Network 754
Region Average 738
Xfinity 726
Cox Communications 715
Optimum by Altice 695
Spectrum 694
Note: East includes Connecticut, Delaware, District of Columbia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, Vermont, Virginia and West Virginia. Source: J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) North Central
DISH Network 749
AT&T/DIRECTV 739
Region Average 730
Xfinity 729
Spectrum 706
Note: North Central includes Illinois, Indiana, Michigan, Ohio and Wisconsin. Source: J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) South
DISH Network 781
AT&T/DIRECTV 770
Region Average 752
Xfinity 747
Cox Communications 734
Spectrum 731
Frontier Communications 710
Suddenlink by Altice 684
Note: South includes Alabama, Arkansas, Florida, Georgia, Kansas, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, Oklahoma, South Carolina, Tennessee and Texas. Source: J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
Year / Project / Study Name J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Overall Customer Satisfaction Index Ranking (Based on a 1,000-point scale) West
AT&T/DIRECTV 752
DISH Network 752
CenturyLink 738
Region Average 734
Xfinity 731
Cox Communications 729
Spectrum 711
Frontier Communications 700
Mediacom Communications 646
Note: West includes Arizona, California, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming. Source: J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction StudySM Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.