Cox High Speed Internet Receives Highest Honor in Customer Satisfaction Among High-Speed Internet Service Providers from J.D. Power and Associates
ATLANTA – Cox Communications, Inc. today announced that it received the highest ranking among high-speed Internet service providers in the J.D. Power and Associates' 2005 Internet Service Provider Residential Customer Satisfaction Study. This marks the first time that Cox's high-speed Internet service ranked the highest in overall customer satisfaction in the nation.
“The survey results indicate why 7 out of 10 broadband consumers in Cox markets choose Cox service over DSL,” said Steve Gorman, Cox's vice president of high speed Internet. “This honor also illustrates how Cox customers benefit from the technical know-how that our local customer support representatives offer 24-7. Cox consistently provides our customers with what they need the first time they call or contact us online.”
J.D. Power and Associates surveyed over 6,000 dial-up, cable and DSL high-speed Internet customers who answered questions about their service provider's performance and reliability, cost of service, billing, e-mail, customer service and image. In the high-speed segment, Cox received the top scores in customer service, performance and reliability and the highest ranking in customer satisfaction overall. Attributes that contributed to the ratings included: network speed and reliability, knowledge and courtesy of customer service reps, timely resolution of technical problems or questions and the ease of use using e-mail to resolve problems or answer questions.
“We constantly evaluate our service offerings to ensure that we continue to focus on the features that are most important to our customers, such as speed, reliability and security,” said Gorman. “Obviously, this strategy has proven successful for both Cox and our customers.”
Cox first launched Cox High Speed Internet in 1996. Since then, the company has expanded its Internet services to reach 22 markets and grown to more than almost 3 million high-speed Internet customers.
Cox also recently received the J.D. Power and Associates highest overall satisfaction ranking in the 2005 Residential Telephone Study in the West Region for the third consecutive year. In 2003 and 2004, Cox was ranked highest in overall satisfaction for residential local telephone service in the West. This year's telephone study was the first that measures customer satisfaction with both local and long distance telephone service from the same provider.
Cox also ranked highest in J.D. Power and Associates' 2004 Residential Long Distance Telephone Service Study for bundled services. Cox's long distance telephone service was ranked the highest in overall customer satisfaction in the nation among bundled long distance customers. Bundled service providers, according to the study, provide local and long distance service with a single bill, and can also offer video and/or data services, such as Cox.
About Cox Communications
Cox Communications, a Fortune 500 company, is a multi-service broadband communications company with approximately 6.7 million total customers, including 6.4 million basic cable subscribers. The nation's third-largest cable television provider, Cox offers both analog cable television under the Cox Cable brand as well as advanced digital video service under the Cox Digital Cable brand. Cox provides an array of other communications and entertainment services, including local and long distance telephone under the Cox Digital Telephone brand; high-speed Internet access under the Cox High Speed Internet brand; and commercial voice and data services via Cox Business Services. Local cable advertising, promotional opportunities and production services are sold under the Cox Media brand. Cox is an investor in programming networks including Discovery Channel. More information about Cox Communications can be accessed on the Internet at www.cox.com.