Test Your Connection
Speed Now
Home > News > Verizon's FiOS Tops J.D. Power's List for Customer Satisfaction

Verizon's FiOS Tops J.D. Power's List for Customer Satisfaction

October 9, 2008

By Jennifer Hull

According to the J.D. Power and Associates "2008 Resident Television Service Satisfaction Study" released this month, Verizon FiOS ranks highest in customer satisfaction in the East region of the U.S.

J.D. Power Study Measures Satisfaction with Cable Providers

The study measures customer satisfaction with cable, satellite, and Internet protocol (IPTV) television providers in four regional segments: North Central, East, West, and South. Within each segment, five factors are measured to determine overall customer satisfaction: performance and reliability; customer service; cost of service; billing; and offerings and promotions. Customer satisfaction with video provider performance is reported as an index score based on a 1,000-point scale.

In the East region, Verizon FiOS ranked highest with a score of 677. Verizon FiOS performed particularly well in the offerings and promotions factor, specifically with their bundled pricing options. Verizon also ranked well in the performance and reliability factor, especially regarding reception clarity.

Competition Among Cable Providers Good News for Consumers

"With the addition of AT&T and Verizon to the residential television service market, competition has intensified among providers that bundle voice, television, and data services on a single bill," said Frank Perazzini, director of telecommunications at J.D. Power and Associates. "Ultimately, the consumer is going to be the big winner in this battle as cable, satellite, and IPTV providers strive to offer the highest quality television experiences at competitive price points."

HDTV Viewing Now Reaches 55 Percent of U.S. Households

The study also found that the number of households that report viewing high definition television (HDTV) programming has nearly doubled since 2007, reaching 55 percent of households in 2008.

"The sharp increase in HD programming across virtually all providers has helped drive HDTV set sales," said Perazzini. "The rise in the adoption of HDTV has also been a boon for the video-on-demand (VOD) market. Households that receive HD programming view nearly twice as many hours, on average, of VOD or pay-per-view programming per month as non-HD households."