Cox Communications Receives Highest Honor in the West in J.D. Power and Associates’ 2006 Residential Cable/Satellite TV Customer Satisfaction Study(sm)
Cox is the only bundled service provider to receive the highest honor for video, telephone and high-speed Internet services
ATLANTA –Cox Communications, the fourth largest cable television provider in the country, announced today that it received highest honors in J.D. Power and Associates' 2006 Residential Cable/Satellite TV Customer Satisfaction StudySM in the West Region.
This marks the fifth J.D Power and Associates Award presented to Cox this year alone. Cox also received the Highest Honor in J.D. Power and Associates' 2006 Residential All-Distance Telephone Customer Satisfaction StudySM in the Northeast, Southwest and West Regions. Cox also received the highest honor in J.D. Power and Associates' 2006 Major Provider Business Telecommunications Services StudySM – Data, for highest customer satisfaction among small/mid-size business data service providers in the nation. Cox is the only bundled service provider to receive J.D. Power and Associates' highest honor for all three of its residential telephone, video and high-speed Internet services.
“Cox is thrilled to be recognized once again for high customer satisfaction with our services,” said David Pugliese, Cox's vice president of product marketing and management. “The study findings simply demonstrate our ongoing commitment to being the best choice for entertainment and communications services in our markets.”
The study shows that customer service is the most important factor for overall satisfaction, while the ability to resolve problems with one contact has the highest overall value. In the West region, Cox ranked significantly higher than others in both of these areas – overall, scoring 54 points higher than the West region's average. Specifically, the study shows that Cox customers reported high scores in convenience of having multiple telecommunications services on one bill; technical innovation; timely resolution of service needs; performance and reliability; ease of contacting customer service and knowledge of customer service representatives; as well as beliefs that Cox is honest, highly reputable and highly committed to its communities.
“Customers appreciate that we're increasing the value of digital cable with additional services and features such as On DEMAND, High Definition service and Digital Video Recorders,” said Pugliese. “New technology can be confusing, so we've worked hard to make it easy and convenient for our customers to take advantage of these additional services.”
The study also reports that the cable industry's average cost is lower than that of satellite providers. Cable customers report spending $58 monthly – down $1 from 2005 – while satellite subscribers report spending $61 per month for service – up $3 from a year ago.
Cox's western markets include Greater Phoenix and Tucson, Ariz., Santa Barbara, San Diego and Orange County, Calif., Las Vegas and Omaha, Neb. The study, based on responses from a total of 15,819 consumers and measuring nine providers in the West, measured opinions of consumers who subscribed to a satellite or cable provider.
About Cox Communications
Cox Communications, a Fortune 500 company, is a multi-service broadband communications and entertainment company with more than 5.9 million total residential and commercial customers. Cox offers an array of advanced digital video, high-speed Internet and telephony services over its own nationwide IP network. Cox Business Services is a full-service, facilities-based provider of communications solutions for commercial customers, providing high-speed Internet, voice and long-distance services, as well as data and video transport services for small to large-sized businesses. Cox Media offers national and local cable advertising in traditional spot and new media formats, along with promotional opportunities and production services. More information about the services of Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com, www.coxbusiness.com, and www.coxmedia.com.