AT&T had the best customer satisfaction in the large- and medium-sized business categories for both voice and data services, while Verizon was ranked as the top telecom provider among smaller enterprises, according to the J.D. Power 2024 U.S. Business Internet Satisfaction Study. The study, formerly known as the U.S. Business Wireline Satisfaction Study, cited reliability as the top concern among survey respondents.
AT&T ranks highest for a seventh consecutive year among large enterprises (500 employees or more), with a score of 732 on a 1,000-point scale. Verizon (716) ranks second. AT&T also took top honors in the medium business category (20-499 employees), the second year the carrier led in this area, with a score of 739. Again, Verizon was second, with a score of 708.
Verizon is the best among small businesses (fewer than 20 employees), topping that category for the sixth consecutive year, finishing with a score of 680. AT&T and Frontier Business tied for second, each with a score of 636.
“Outage communication has been and will continue to be key to overall business internet satisfaction,” said Carl Lepper, J.D. Power’s senior director of technology, media and telecom. “With satisfaction being lower among small businesses than that of medium or large businesses, online account management tools and customer communication is extremely important, especially when it comes to outages.”
This year’s Business Internet Satisfaction Study included responses from 4,657 business telecommunications users, collected between March and May. Every year, the overall business telecommunications experience is rated based on seven factors:
- Customer service
- Performance and reliability
- Cost of service
- Communications
- Sales representatives (for medium and large businesses)
- Billing
- Digital account management