10-08-2004, 12:00 AM
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Editor Emeritus
Join Date: Aug 2006
Posts: 5,074
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J.D. Power Wireless Retail Sales Satisfaction Survey
"This inaugural study provides a detailed assessment of customers who had a wireless retail sales buying experience within the past six months. The study measures overall customer satisfaction performance of the major wireless carrier-branded stores based on four factors (listed in order of importance): sales staff (44%); price/promotion (28%); store display (14%); and store facility (14%).
"T-Mobile ranks highest with an overall retail satisfaction index score of 109 and performs significantly above the industry average in all four factors, with particularly high ratings in sales staff. Nextel, AT&T Wireless and Verizon Wireless also perform above the industry average, with index scores of 103, 102 and 101, respectively."
T-Mobile must be running out of shelf space to display all the awards it has been winning lately. There is one more award that T-Mobile can win, the "Smartphone Lovers Satisfaction Survey"; for that T-Mobile must quickly launch the SDA. ;-)
The study finds the following key retail wireless sales transaction patterns:
• The average wireless retail sales transaction takes approximately one hour to complete from the time the customer enters the store to the time final paperwork is completed and the cell phone is received.
• Forty-three percent of customers report that they first decided which service carrier to choose during the initial sales process. This compares to 29 percent who said price, 11 percent for type/brand of cell phone and 7 percent for store location.
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