Company Also Scores Well In Other Service Areas.
STAMFORD, CT, July 20, 2006 – Time Warner Cable yesterday received the prestigious J.D. Power and Associates 2006 award for highest ranking in the North Central Region in their Residential Telephone Customer Satisfaction Study. The company also performed well in three additional regions.
The study, which measures customer satisfaction with both local and long distance telephone service, finds that cable companies rank highest in customer satisfaction in five of six U.S. regions. In 2005, just one cable company led any of the regional customer satisfaction rankings.
“We are excited about receiving this honor in the North Central Region; it demonstrates our level of commitment to our customers as well as their satisfaction,” said Sam Howe, Executive Vice President and Chief Marketing Officer for Time Warner Cable. “It’s also important to note that we ranked second-highest in three additional regions. Since we don’t compete against Cox or Advance Newhouse, this study shows that in the Northeast, Southeast and Southwest regions, we have also ranked higher than all of our competitors. As we grow our customer base in the coming months, we also hope to continue to grow our satisfaction rankings.”
According to J.D. Power and Associates, while telephone service offered by cable companies is relatively new to the market, large numbers of customers are being lured to switch with enticing cost savings and highly attractive bundles of video, voice and data service. The importance of pricing as a reason to bundle service with a single provider has increased dramatically this year, no doubt a result of significant price competition introduced when cable companies began offering local and long distance telephone service to new markets. However, the study findings consistently indicate that price alone will not satisfy or retain customers.
The 2006 Residential Telephone Customer Satisfaction Study is based on responses from 12,196 customers nationwide who receive their local and long distance telephone service from one provider. More information on this study can be found here.
Customer Satisfaction Index Scores (Based on a 1,000-point scale):
North Central Region (Includes Illinois, Indiana, Michigan, Ohio and Wisconsin)
|Time Warner Cable||713|
|North Central Region Average||654|
Northeast Region (Includes Connecticut, Massachusetts, Maine, New Hampshire, New York, Rhode Island and Vermont)
|Time Warner Cable||713|
|Northeast Region Average||667|
Southeast Region (Includes Alabama, Florida, Georgia, Kentucky, Louisiana, Mississippi,
North Carolina, South Carolina and Tennessee)
|Time Warner Cable||711|
|Southeast Region Average||684|
Southwest Region (Includes Arkansas, Kansas, Missouri, Oklahoma and Texas)
|Time Warner Cable||698|
|Southwest Region Average||671|