Broadband customers are more satisfied | Telecompetitor

Improvements in performance and reliability drove customer satisfaction with residential high-speed Internet service providers higher in 2009, according to J.D. Power’ and Associates’ 12th annual “Internet Service Provider Residential Customer Satisfaction Study.”

Overall satisfaction rose 22 index points on a five-factor, 1,000-point scale in 2009 from 2008’s tally. Customer satisfaction with performance and reliability averaged 687, a gain of 43 index points from 2008’s 644. A decrease in customers reporting service outages along with improved perceptions of connection speed contributed to the improvement...