Proactive Communication and Digital Account Management Tools Essential to Increase Satisfaction for Business Internet Customers, J.D. Power Finds [Video]

Small businesses depend on internet reliability and, when service is interrupted, providers can mitigate the effect by proactive communication and sensitive messaging, according to the J.D. Power 2024 U.S. Business Internet Satisfaction Study,SM released today. For medium and large businesses, digital account management is imperative to overall satisfaction.

“Outage communication has been and will continue to be key to overall business internet satisfaction,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power. “With satisfaction being lower among small businesses than that of medium or large businesses, online account management tools and customer communication is extremely important, especially when it comes to outages.”

The study shows that, among medium businesses that have access to an online account …