J.D. Power and Associates Reports: AT&T WorldNet Ranks Highest in Customer Satisfaction Among Dial-Up Internet Service Providers
Road Runner Ranks Highest in Customer Satisfaction Among High-Speed Internet Service Providers
(EMAILWIRE.COM, August 23, 2001 ) AT&T WorldNet ranks highest in overall customer satisfaction among 13 national and regional dial-up Internet service providers (ISPs), according to the J.D. Power and Associates 2001 Internet Service Provider Residential Customer Satisfaction StudySM released August 22. Road Runner ranks highest among customers evaluating 11 national and regional high-speed ISPs.
AT&T WorldNet's leading position among dial-up ISPs (22 index points above industry average) is driven by high scores on four of the five factors determining overall satisfaction in the segment. AT&T WorldNet has a significant lead over its nearest competitor, EarthLink, in three of the factors: cost/value/integrity; capabilities/privacy protection; and e-mail. Among the other two factors, AT&T WorldNet performed significantly above industry average in connection/reputation and at industry average in customer service/technical support.
Road Runner's top position among high-speed ISPs in overall satisfaction (15 index points above industry average) is driven by its above average scores on all five determinants of satisfaction. Road Runner's greatest strength is its performance on the most important driver, connection. It also excels in the other four areas of the study¾reputation/cost/value; privacy protection/features; customer service/technical support; and e-mail.
"We separated the dial-up and high-speed segments in our 2001 study because we saw substantial differences in determinants of overall satisfaction between the product offerings," said Grady Gibbs, study director at J.D. Power and Associates. "This resulted in substantially different factors and factor weightings, because underlying attributes of these segments grouped differently between markets. This will greatly complicate the development of future market strategies for ISPs that plan to compete effectively in both markets."
The 13 dial-up ISPs included in the study account for 67 percent of the residential subscriptions in the United States. The 11 high-speed ISPs included in the study account for 60 percent of the residential high-speed ISP subscriptions. The remainders of each segment are comprised of smaller service providers, including local telephone and cable companies.
"Industry convergence is apparent from the responses we received from both dial-up and high-speed subscribers," said Steve Kirkeby, senior director of telecommunications at J.D. Power and Associates. "Fifty-eight percent of subscribers in each segment indicate at least some interest in obtaining all of their telecommunications services from a single provider. We've also determined that among dial-up subscribers, local telephone and cable TV are nearly tied in preference as to providers that will obtain this larger share of the customer's wallet. High-speed subscribers more strongly prefer cable television providers."
For instance:
More than one in five dial-up subscribers (22 percent) and more than one in four high-speed subscribers (27 percent) are "extremely" or "very likely" to bundle all their telecommunications services if given the opportunity.
Among dial-up subscribers who express interest in convergent services, local telephone service providers are mentioned most as the preferred provider for convergent services (26 percent), followed closely by cable TV providers (24 percent). ISPs are mentioned as often as long distance telephone (16% each) as a preferred convergent services provider.
Among high-speed subscribers who express an interest in convergent services, cable TV providers are mentioned most often as the preferred provider (44 percent), followed by local telephone service providers (17 percent) and Internet service providers (16 percent).
Other highlights from the study include:
High-speed ISP subscriptions account for 13 percent of all residential ISP subscriptions in the United States. This penetration increased significantly from 5 percent in 2000. Among current dial-up subscribers, 10 percent state that they are "extremely" or "very likely" to switch to a DSL and/or cable modem connection in the next six months.
High-speed subscribers tend to spend more time online than their dial-up counterparts. On average, dial-up ISP respondents report personally spending about 13 hours per week online, with their household spending about 18 hours in aggregate. However, high-speed respondents report personally spending about 16 hours per week online, with others in their household spending about 23 hours per week online.
E-mail and surfing the World Wide Web or Internet remain the top two daily activities among both dial-up and high-speed ISP subscribers.
An increasing number of search engines is apparent. However, when asked to cite their top search engine preference, Yahoo! again received the most mentions among both dial-up and high-speed subscribers.
Market penetration and share results are derived from the J.D. Power and Associates 2001 Residential Wireline Study. All other results are from the 2001 Internet Service Provider Residential Customer Satisfaction Study and reflect the responses of 8,700 households nationwide.
J.D. Power and Associates
Headquartered in Agoura Hills, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on actual responses from millions of consumers annually. J.D. Power and Associates can be accessed through the Internet at www.jdpower.com. Media e-mail contact: michael.greywitt@jdpa.com or john.tews@jdpa.com.
This press release is provided for editorial use only. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates.
---------------
Produced for J.D. Power and Associates
Contact:
Michael P. Greywitt
(818) 889-6330
John Tews
(248) 267-6800
---------------
AT&T WorldNet's leading position among dial-up ISPs (22 index points above industry average) is driven by high scores on four of the five factors determining overall satisfaction in the segment. AT&T WorldNet has a significant lead over its nearest competitor, EarthLink, in three of the factors: cost/value/integrity; capabilities/privacy protection; and e-mail. Among the other two factors, AT&T WorldNet performed significantly above industry average in connection/reputation and at industry average in customer service/technical support.
Road Runner's top position among high-speed ISPs in overall satisfaction (15 index points above industry average) is driven by its above average scores on all five determinants of satisfaction. Road Runner's greatest strength is its performance on the most important driver, connection. It also excels in the other four areas of the study¾reputation/cost/value; privacy protection/features; customer service/technical support; and e-mail.
"We separated the dial-up and high-speed segments in our 2001 study because we saw substantial differences in determinants of overall satisfaction between the product offerings," said Grady Gibbs, study director at J.D. Power and Associates. "This resulted in substantially different factors and factor weightings, because underlying attributes of these segments grouped differently between markets. This will greatly complicate the development of future market strategies for ISPs that plan to compete effectively in both markets."
The 13 dial-up ISPs included in the study account for 67 percent of the residential subscriptions in the United States. The 11 high-speed ISPs included in the study account for 60 percent of the residential high-speed ISP subscriptions. The remainders of each segment are comprised of smaller service providers, including local telephone and cable companies.
"Industry convergence is apparent from the responses we received from both dial-up and high-speed subscribers," said Steve Kirkeby, senior director of telecommunications at J.D. Power and Associates. "Fifty-eight percent of subscribers in each segment indicate at least some interest in obtaining all of their telecommunications services from a single provider. We've also determined that among dial-up subscribers, local telephone and cable TV are nearly tied in preference as to providers that will obtain this larger share of the customer's wallet. High-speed subscribers more strongly prefer cable television providers."
For instance:
More than one in five dial-up subscribers (22 percent) and more than one in four high-speed subscribers (27 percent) are "extremely" or "very likely" to bundle all their telecommunications services if given the opportunity.
Among dial-up subscribers who express interest in convergent services, local telephone service providers are mentioned most as the preferred provider for convergent services (26 percent), followed closely by cable TV providers (24 percent). ISPs are mentioned as often as long distance telephone (16% each) as a preferred convergent services provider.
Among high-speed subscribers who express an interest in convergent services, cable TV providers are mentioned most often as the preferred provider (44 percent), followed by local telephone service providers (17 percent) and Internet service providers (16 percent).
Other highlights from the study include:
High-speed ISP subscriptions account for 13 percent of all residential ISP subscriptions in the United States. This penetration increased significantly from 5 percent in 2000. Among current dial-up subscribers, 10 percent state that they are "extremely" or "very likely" to switch to a DSL and/or cable modem connection in the next six months.
High-speed subscribers tend to spend more time online than their dial-up counterparts. On average, dial-up ISP respondents report personally spending about 13 hours per week online, with their household spending about 18 hours in aggregate. However, high-speed respondents report personally spending about 16 hours per week online, with others in their household spending about 23 hours per week online.
E-mail and surfing the World Wide Web or Internet remain the top two daily activities among both dial-up and high-speed ISP subscribers.
An increasing number of search engines is apparent. However, when asked to cite their top search engine preference, Yahoo! again received the most mentions among both dial-up and high-speed subscribers.
Market penetration and share results are derived from the J.D. Power and Associates 2001 Residential Wireline Study. All other results are from the 2001 Internet Service Provider Residential Customer Satisfaction Study and reflect the responses of 8,700 households nationwide.
J.D. Power and Associates
Headquartered in Agoura Hills, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on actual responses from millions of consumers annually. J.D. Power and Associates can be accessed through the Internet at www.jdpower.com. Media e-mail contact: michael.greywitt@jdpa.com or john.tews@jdpa.com.
This press release is provided for editorial use only. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates.
---------------
Produced for J.D. Power and Associates
Contact:
Michael P. Greywitt
(818) 889-6330
John Tews
(248) 267-6800
---------------
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This is a press release. Press release distribution and press release services by EmailWire.Com: http://www.emailwire.com/us-press-release-distribution.php.
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Road Runner Ranks Highest in Customer Satisfaction Among High-Speed Internet Service Providers
Road Runner Ranks Highest in Customer Satisfaction Among High-Speed Internet Service Providers
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