DALLAS, Oct. 11, 2021 /PRNewswire/ --
What's the news? We did it again! AT&T* scored
two more J.D. Power awards for business customer satisfaction. We
just snagged the #1 spot in the J.D. Power 2021 Business Wireless
Satisfaction Study for large enterprise and medium business
wireless service. This comes on the heels of winning the J.D. Power
2021 Business Wireline Satisfaction Study for large enterprise
and medium business in July. The J.D. Power 2021 Business Wireless
Satisfaction Study measures satisfaction across 6 factors:
performance and reliability; customer service; sales
representatives and account executives; billing; cost of service;
and offerings and promotions.
Why is this important? Mobile connectivity has never
been more important for businesses. The pandemic affirmed that. The
connections we create help businesses thrive every day. From
mobilizing a workforce, to collaborating and engaging customers, to
connecting a growing number of things, wireless connectivity is key
for today's businesses. We bring an entire suite of connectivity
solutions – harnessing the power of mobile and fiber-based
technologies – to our customers providing them the best
capabilities for their specific and unique needs. Our integrated
approach enables us to deliver innovative solutions to customers no
matter their industry, size, or location. Nearly 3 million
businesses turn to us for their needs, and we're proud to be their
What sets AT&T apart? Our focus is on serving
customers first. We've spent the last 3 years transforming our
operations to serve customers faster and smarter. The significant
investments we've made in our Customer Service and Operations have
- Automating and streamlining the ordering, delivery, and
installation of solutions – 70% of site readiness provisioning
work is handled by an AT&T Business virtual technician.
- Using predictive analytics that leverage Artificial
Intelligence (AI) and Machine Learning (ML) to identify potential
problems in advance – We now have an 80% on-time installation
rate for business customers as of May
2021, up from 71% in January
- Integrating industry-leading platforms to offer more
comprehensive solutions – We've achieved a 20% decrease in our
overall end-to-end cycle time to deliver our solutions faster
compared to 2019.
- Providing more ways than ever to connect with service and
support – 30% of customer requests are now resolved by chatbots
and never require interacting with a live agent.
What are People Saying?
"Enabling businesses to thrive and transform through the power of
connections is our core mission. We're committed to meet customers
where they are while providing them with the integrated, innovative
connectivity solutions that help them deliver successful outcomes.
I'm proud to see the realization of these commitments through this
affirming feedback from our customers." – Anne Chow, CEO, AT&T Business.
"In recent years, companies have learned the importance of
reliability and having the support they need to make last-minute
decisions. This has changed how our customers evaluate and purchase
technology, and the companies that support them. Factors such as
cycle time, response time, and scalability not only apply to the
technology itself, but to the quality of support for it." –
Paul Rosenbaum, EVP, Customer
Service & Operations, AT&T Business.
*About AT&T Communications
We help family, friends and neighbors connect in meaningful ways
every day. From the first phone call 140+ years ago to mobile video
streaming, we @ATT innovate to improve lives. AT&T
Communications is part of AT&T Inc. (NYSE:T). For more
information, please visit us at att.com.
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SOURCE AT&T Communications