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Carrier Scorecard: US Small Business Wireline Voice and Data Providers (5 to 99 Employees)

Published by: In-Stat

Published: Dec. 5, 2007 - 23 Pages


Table of Contents


Verizon and AT&T Perceived as the Top Carriers for Small Firms
The Best-Known Carriers Perceived as Industry Leaders
AT&T Was the Most Financially Stable Provider

Providers Get Relatively Low Customer Care Response Rates

Verizon Leads with Quality Products and Services

Respondents View AT&T as the Strongest International Provider

AT&T and Verizon Most Likely to be Perceived as Having Secure Networks

AT&T and Verizon Most Likely to Have Products and Services for the Future

Verizon Most Likely to be Perceived as an Innovator

Conclusion
Related In-Stat Reports
Methodology
List of Tables
Table 1. Summary Table of Small Business Respondents’ Perceptions of Carriers’ Capabilities

Table 2. All Small Business Sizes More Familiar with AT&T’s Products and Services

Table 3. All Sub-Segments View AT&T and Verizon as the Most Financially Stable

Table 4. Small Business Customer Care Scores are Woefully Low

Table 5. AT&T Products and Services Favored by Largest Firms

Table 6. AT&T’s International Leadership Evident in all Small Business Firm Sizes

Table 7. Half of Small Businesses Perceive AT&T’s and Verizon’s Networks as Secure

Table 8. Verizon and AT&T Most Likely to Meet Future Needs of Small Businesses

Table 9. AT&T’s Perception as an Innovator Decreases as Size of Firm Increases

List of Figures
Figure 1. Percentage of Respondents Familiar with Provider’s Products or Services

Figure 2. Small Business Respondents Find AT&T and Verizon the Most Financially Stable

Figure 3. Customer Care is an Issue at the Small Business Level

Figure 4. Verizon Leads With Quality Products and Services

Figure 5. AT&T Has Significant Lead in International Capabilities

Figure 6. AT&T and Verizon Lead in Security of Network

Figure 7. AT&T and Verizon Most Likely Providers for the Future

Abstract

In-Stat's January 2007 Business Network Telecom Trends Survey questioned 314 decision-makers from US small business firms with 5 to 99 employees about their perceptions of seven positive attributes, or capabilities, the major telecom providers do, or do not possess.

The seven statements regarding the four major telecom providers'—AT&T, Verizon, Sprint, and Qwest—capabilities were as follows:
  • Provider is financially stable.
  • Provider shows strong support and customer care.
  • Provider has high quality products and services.
  • Provider has a strong international networking capability.
  • Provider has a secure network.
  • Provider has products and services to meet future needs.
  • Provider is an innovator.
AT&T and Verizon received either the highest or second-highest response rates for most of the positive capabilities included in the survey, setting themselves apart as the class of telecom providers to the small business market.

Included in this report are two data points for each of the above seven provider capabilities: A graph representing overall small business decision-makers' responses showing the percentage that agreed with the provider's capability. For example, 70% of all small business respondents agreed that AT&T is financially stable. Also included is similar data broken down into the four small business size-of-business sub-segments that In-Stat covers.

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