WESTLAKE VILLAGE, Calif., July 13 (UPI) -- Seventy-five percent of U.S. households now receive their local and long-distance telephone service from one provider, according a survey.
Research firm J.D. Power and Associates said this bundling of providers is up from 51 percent a year ago. The firm released its 2005 Residential All-Distance Telephone Customer Satisfaction Study on Wednesday.
The research firm measured customer satisfaction with both local and long-distance telephone service in one study. Overall satisfaction was measured based on performance in six factors: customer service; billing; performance and reliability; company image; offerings and promotions; and cost of service.
The study found that despite the cost savings associated with bundling local and long-distance service with a single provider, cost of service and offerings and promotions are the factors that consumers rate lowest in satisfaction. Customers reported spending an average of $50.70 a month for local and long-distance service, compared to $64.40 in 2004.
"Consumers continue to expect even more discounts from their carriers in exchange for their patronage and loyalty," said Steve Kirkeby, senior director of telecommunication research at J.D. Power and Associates.
He added, "With the wide array of telecommunications options and increased competition for residential customers among traditional telephone companies, competitive local exchange carriers and cable companies, consumers have a great opportunity to save money and still receive high levels of customer service."
