Telecom companies continue to have a difficult time getting the very small business customer service satisfaction formula right, even as they drive significant improvement among large business customers. It’s a trend that J.D. Power first noted in its 2019 U.S. Business Wireline Study, released this past July, and it continues in the J.D. Power 2019 U.S. Business Wireless Satisfaction Study.SM
“The growing gap in customer service satisfaction between large enterprise customers and very small business customers is a missed opportunity for wireless carriers,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power.