In what has to be the survey to prove who is the worst of the worst I find humor in the cable guys besting the telcos in customer service.
For the residential customer this may be true, but as a global nomad and telecommuter I'm never impressed with what is best described as middle of the road support.
Whenever I have to call the cable company about my business grade cable modem service it has always required escalation, especially the time the geniuses at Cox-San Diego decided to do a major 4 hour upgrade during the work day which affecting at least 15 customers in my community who are on the business platform in Solana Beach, CA.
I'll compare that to my T1 from client Covad. In the six months or so of use, I have had to make one phone call for help, and that was when my own Linksys Wireless Router failed (hmm am I sensing a pattern here?) After installing a new one (and getting my IP and DNS details from Covad on the first call, in less than ten minutes I was up and running. That makes me wonder if J.D. Power included companies like cBeyond, Covad, SpeakEasy, etc., in this so called "customer satisfaction" survey. My guess is not.