Methodology

The fifth annual Interactive Week ISP Customer Satisfaction Survey took place June 4 to July 2.

The fifth annual Interactive Week ISP Customer Satisfaction Survey took place June 4 to July 2.

E-mail messages were sent to 75,000 subscribers who identified themselves as those who made decisions about Internet services in their companies. Responses to 4,175 completed online questionnaires were collected and tabulated by Survey.com.

We asked business ISP customers to rank 26 service attributes (see table, page 37) according to their relevance in choosing a service provider. We then asked the customers to rate their vendors on each of those attributes using a scale of 1 to 5, with 5 being extremely important. A service providers final score was calculated by combining how the ISP fared in a given category with the weighted importance of that category. Only ISPs that had 40 or more assessments were included. - R.W.