- Wireless Satisfaction Study: The Large Business Customer is Happier Than the Small One - Telecompetitor
- Verizon continues to win, tops SMB categories in 2019 J.D. Power Study - Verizon Communications
- Verizon's fixed 5G rollout will shake up home internet - Business Insider
Posted: 11 Oct 2019 07:18 AM PDT
Large companies increasingly are happy with their wireless service, but very small business customers have a lower level of satisfaction, according to The J.D. Power 2019 U.S. Business Wireless Satisfaction Study.
Overall, T-Mobile scored well. It ranked highest (868 out of 1,000) among large enterprises. The carrier, which won the category for the third consecutive year, was followed by AT&T (849) and Verizon Wireless (836). T-Mobile also ranked highest in the small/medium category at 844, followed by Sprint (830) and Verizon Wireless (819). T-Mobile made it a sweep with a win in the very small business category, with a score of 843, followed by Verizon Wireless (807) and AT&T (762).
The trend in which very small businesses were increasingly less satisfied than bigger companies was first noted in the firm's U.S. Business Wireline Study, which was released in July.
"The growing gap in customer service satisfaction between large enterprise customers and very small business customers is a missed opportunity for wireless carriers," Ian Greenblatt, the Technology, Media & Telecom Practice Lead at J.D. Power, said in a press release. "The small business customer segment presents unique challenges because these companies are more reliant on their wireless carriers to solve tech issues and are disproportionally affected when problems arise. In fact, negative customer service contacts take a far greater toll on the satisfaction of very small business customers than on large enterprise customers. Carriers that get the small business formula right will see significant improvements in retention and advocacy."
Other findings from the study provided deeper insight on the challenges of very small businesses:
Posted: 12 Sep 2019 12:00 AM PDT
NEW YORK, NY – For the third year in a row, Verizon ranked highest for Small/Medium Business (20-499 employees) among business wireline service providers, according to the J.D. Power 2019 U.S. Business Wireline Satisfaction Study. Verizon also ranked highest for Very Small Business (1-19 employees).
"Helping our business customers better serve their end customer is our number one priority," said TJ Fox, SVP and president of Verizon Business Markets. "We pride ourselves on delivering first-rate network and customer experiences that help small-to-medium sized businesses thrive, and we will continue to invest in making those experiences best-in-class."
The J.D. Power recognition comes on the heels of several recent network award wins for Verizon across numerous independent testing companies. There is one constant to achieving these results: the performance of Verizon networks consistently wins. This leading network performance is helping enable the digital transformation for its customers in businesses, government, and in our communities. Here are some details on our wireless network wins:
Verizon Communications Inc. (NYSE, Nasdaq: VZ), headquartered in New York City, generated revenues of $130.9 billion in 2018. The company operates America's most awarded wireless network and the nation's premier all-fiber network, and delivers integrated solutions to businesses worldwide. With brands like Yahoo, TechCrunch and HuffPost, the company's media group helps consumers stay informed and entertained, communicate and transact, while creating new ways for advertisers and partners to connect. Verizon's corporate responsibility prioritizes the environmental, social and governance issues most relevant to its business and impact to society.
Posted: 13 Sep 2019 12:00 AM PDT
Verizon plans a full commercial launch of its 5G fixed wireless home internet service, dubbed 5G Home, later this year, according to Verizon Consumer Group CEO Ronan Dunne cited by Light Reading.
Verizon first launched a trial of 5G Home in four cities — Houston, Indianapolis, Los Angeles, and Sacramento — in October 2018. The initial Home 5G service has successfully attracted customers, around half of whom are new to the telecom, according to Verizon Chief Technology Officer Kyle Malady. But as Verizon looks to expand 5G Home to the 30 markets where it promised to launch mobile 5G services, the telecom has focused on two elements to improve its appeal among consumers.
Verizon is looking to expand its home connectivity footprint with 5G.Verizon's current Fios fiber-based home internet service's coverage area stretches across nine states and has 5.8 million consumer internet connections.
Building out fiber-based home internet requires physical connections with a network of fiber-optic cables, but the fast data speeds and low latency of 5G fixed wireless will render cables running to individual homes unnecessary. 5G fixed wireless enables a company like Verizon, which already plans to roll out a nationwide 5G network, to offer home internet services in new areas without costly investments in new fiber installations.
Traditional home internet providers should brace for increased competition, as fixed 5G will enable wireless carriers to compete in the home broadband market. The broadband market is ripe for change as consumers are yearning for more options: Almost one-third (29%) of US households either have no service or lack a second option for wired broadband service, and that share jumps to over 61% for households in rural areas.
Broadband providers will likely face an uphill battle for subscribers as 5G fixed wireless access is projected to see rapid adoption — we expect by 2024 that almost 10% of US households will use 5G fixed wireless access. To retain customers amid increased competition from wireless networks, traditional home internet providers will need to lower prices and increase network quality.
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