Business customer satisfaction with wireless service reached its highest level ever, according to the J.D. Power 2022 U.S. Business Wireless Satisfaction Study.
The researchers attributed the increase to customers receiving more personalized service and dedicated attention from carriers. The improved service led to a 33-point increase (on a 1,000-point scale) in year-over-year customer satisfaction.
Each of the three major carriers led one segment of the business market.
AT&T ranked highest in the large enterprise segment (500 or more employees) for a second consecutive year, with a score of 886, while T-Mobile led the medium business (20-499 employees) segment with a score of 872. AT&T was second at 864. Verizon topped the small business segment (1-19 employees) for a second consecutive year, with a score of 840, with T-Mobile (829) taking second place.
The rankings are based on satisfaction in performance and reliability; customer service; sales representatives and account executives; billing; cost of service; and offerings and promotions.
Among the study’s other findings:
- The gap in satisfaction this year between large enterprise business customers and small business customers falls to 55 points this year. Overall satisfaction in the large enterprise segment fell to 882, down from a 886 last year. Overall satisfaction in the medium business segment is 863, up 10 points from 2021.
- Twenty-nine percent of small business wireless customers had direct contact with an account representative assigned to their business, up from 19% in 2021.
“In the wake of the pandemic, carriers have made a concerted effort to drive more outreach from account representatives and deliver more personalized service to small businesses; this year, we’re definitely seeing that effort pay off in dramatically improved satisfaction scores,” said Ian Greenblatt, J.D. Power managing director of technology, media and telecom, in a prepared statement.