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Qwest leads high-speed customer satisfaction

Verizon, EarthLink share in dead heat

Jeff Smith, Rocky Mountain News

Published September 20, 2007 at midnight

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Qwest Communications edged out competitors for the highest customer satisfaction among high-speed Internet service providers in the Western U.S., in an independent survey by J.D. Power and Associates.

Qwest posted an overall score of 697. Verizon (696) and EarthLink (693) followed, in what was a virtual dead heat among the top three providers. Verizon doesn't target the residential market in Colorado.

Comcast, Qwest's primary competitor in the Denver area, fared poorly in the survey of nine major providers in the West. In a separate survey by J.D. Power recently, Comcast topped Qwest in customer satisfaction for residential telephone service in the West.

The Internet study was based on responses in July from more than 16,000 residential customers nationwide. J.D. Power didn't break out the results by state or market area.

"Qwest's reliable broadband service and our guaranteed price for life are two reasons we believe Qwest ranks highest when it comes to customer satisfaction," Paula Kruger, Qwest executive vice president of mass markets, said in a statement.

The survey ranked providers on seven factors, including performance and reliability, image, cost of service, billing, customer service-technical support, offerings and promotions, and e-mail services. Qwest ranked the highest in performance and reliability, and cost of service.

J.D. Power refuted the notion that slower dial-up Internet service is on its deathbed.

"Although high-speed subscriptions continue to increase annually - to 65 percent of the market in 2007 - more than one-third (35 percent) of Internet service subscribers still use a dial-up service," said Frank Perazzini, J.D. Power's director of telecommunications.

He noted the average cost of high-speed Internet went up nearly $2 per month, to $44.09 in 2007, while dial- up service costs are flat, averaging $17.81.

"As long as high-speed Internet prices continue to rise and dial-up providers offer a viable level of service at a low price point, significant market opportunity will continue to exist for dial-up service," Perazzini said.

Edging out its rivals

• Qwest was ranked No. 1 for customer satisfaction by high-speed Internet users.

Qwest   697

Verizon   696

EarthLink   693Source: J.D. Power And Associates