A recent survey by J.D. Power found that the ability to listen to customers and answer their specific needs plays a significant role in customer satisfaction in the business wireline industry. Business wireline companies that successfully meet the direct needs of the customer, by first learning what those needs are, tend to stand out from the rest of the companies offering similar products and services.
And the Winner Is…
This year, the top performing company in J.D. Power’s 2013 U.S. Business Wireline Satisfaction Study was Cox Business. Cox topped the very small and small/medium business segments, with a score of 710 on a 1,000 point scale. Close behind Cox in the very small business segment was Optimum Business, while Verizon cam in a close second on the small/medium business scale.
Cox Business credits its high ranking to the fact they are “laser focused on the voice of the customer.” This company understands the importance of meeting customer needs directly and have developed a customer experience strategy that helps them achieve that goal.
“Businesses can’t afford to have anything less than world-class service,” Mark Bowser, executive vice president and chief financial officer for Cox, stated in a company press release. “The commitment to service excellence is a core value at Cox, which helps us earn the business of small to medium-sized companies at accelerated rates across our markets.”
This year, Cox’s commitment to its customers paid off with another milestone – surpassing 300,000 customers in the company’s total customer base. Cox Business provides services in voice, data and video to those thousands of customers, which include sectors like education, health care, government and financial institutions. The company is regularly recognized for its leadership among other companies its size.
Meeting Customer Needs Head-On
One of the key components to Cox’s success, according to the J.D. Power survey, is the ability of their customers to bundle voice and data services. The survey found that nearly all the companies that performed highest in the service rankings offered this option to their customers. Bundling is an attractive option for small to medium-sized businesses, because it allows them the convenience of a single contact and bill for all of their services. In addition, discounts associated with bundling are a huge plus for smaller businesses still watching their bottom line closely.
In addition to bundling, the survey found that customers also rank reliability and performance very high on the customer satisfaction scale. Survey results showed that of customers who experienced a lengthy outage with one provider, 32 percent were likely to switch providers during the next 12 months. At the same time, only 10 percent of customers that never experienced an outage stated they would be likely to switch providers over that same time frame.
No matter how tech the industry might be, the basic principles of customer service remain the same. As this recent survey indicates, companies that show a willingness to listen to customers and meet their direct needs, while offering a high quality, reliable product, score the highest in customer satisfaction nearly every single time.