09-12-2004, 09:00 PM
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Editor Emeritus
Join Date: Aug 2006
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J.D. Power Survey: Carriers May Be Finally Catching Up With Customer Expectations
"Overall satisfaction performance with wireless service providers has increased 5 percent over 2003, the first time a significant increase has been achieved on a year-to-year basis in three years, according to the J.D. Power and Associates 2004 U.S. Wireless Regional Customer Satisfaction Index (CSI) Study released today.
"Since the study was launched in 1995, overall wireless satisfaction performance has fluctuated in a downward trend based on a number of industry changes such as competitive expansion, mergers and key regulatory programs. These forces have made it difficult for carriers to meet customer expectations as wireless service gained mass appeal. Carriers may be finally catching up with customer expectations, particularly in areas where the industry as been concentrating most of its financial resources. For example, the call quality area receives the largest reported increase in satisfaction ratings over 2003 (increasing 7%), with coverage attributes such as "making calls outside local calling area" and "geographic size of local calling area" experiencing the biggest positive changes. Satisfaction with the cost of service has also risen significantly, mainly based on a strong increase in "fairness in roaming charges."
The key highlights of this study are:
� Overall wireless household penetration is 59%
� Overall satisfaction performance with carriers increased 5% over 2003
� T-Mobile ranked highest in all six regions
� Verizon Wireless also ranks highest in a tie in four regions
� Users report spending $55 per month on wireless service
� Only 60% of the total minutes in a typical service plan are used
� Wireless subscribers report receiving an average of 19 voice mail and 13 text messages per month 8O
You can check out the performance of each carrier on a region by region basis over here.
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