JD Power: Large Enterprises See Improved Wireless Service and Performance

TROY — The satisfaction of wireless customers in large and medium-sized businesses has reached all-time highs, according to the recently released JD Power 2021 US Business Wireless Satisfaction Study.

Conversely, however, small businesses have a different experience of the service and performance they receive from mobile operators, as the comparative gap between customer satisfaction for small and large businesses continues. to dig.

“Overall customer satisfaction scores have generally improved this year, but there is great variability in performance and reliability between wireless brands and between different customer segments,” said Ian Greenblatt, general manager of the technology, media and telecommunications at JD Power. “The most critical areas where we see this variation manifesting itself are customer service and wireless performance and reliability, both of which are critical to the satisfaction and retention of business customers. “

Here are some of the key findings from the 2021 study:

  • Not all business customers are created equal: the satisfaction gap this year between large business clients and small business clients has climbed to 92 points (on a 1,000 point scale). Although this year’s study records record levels of customer satisfaction among large and medium-sized business customers, customer satisfaction for small businesses is declining by one point year over year.
  • Customer service is a critical issue for small businesses: overall, customer satisfaction increased across all factors in the study among large and medium business customers. Among small business clients, significant declines were seen in customer service experience (-42 points from a year ago) and sales reps / account managers (-7).
  • The performance of individual operators varies: there is a huge gap between the best and worst performing individual operators in terms of performance and reliability, especially in the large enterprise segment.

Ranking of studies

AT&T ranks first in the large enterprise segment with a score of 895.

AT&T ranks first in the mid-size segment with a score of 853.

Verizon Wireless ranks first in the small business segment with a score of 813. T-Mobile (811) ranks second.

View the leaderboards for each segment on http://www.jdpower.com/pr-id/2021130.

The 2021 US Wireless Business Satisfaction Survey measures satisfaction based on six factors: performance and reliability; Customer service; sales representatives and account managers; billing; cost of services; and offers and promotions. Overall satisfaction is measured in three key segments: large business (500 or more employees); medium-sized enterprise (20-499 employees); and small businesses (1-19 employees).

The study is based on responses from 2,399 business decision makers for wireless services in the United States and includes ratings from their wireless carriers. The study was conducted in July-August 2021.

For more information on the US Wireless Business Satisfaction Study, visit

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