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mobile apps Authors: Elizabeth White, Rostyslav Demush, Ravi Jasti, Yeshim Deniz, Dmitriy Kolenov


Report: 68% of U.S. Wireless Customers Are Satisfied with Carrier

Report: 68% of U.S. Wireless Customers Are Satisfied with Carrier

According to JupiterResearch's new report, "U.S. Wireless Carriers: How To Compete If You're Not Verizon," most wireless customers are pleased with both the services/coverage and customer service from their wireless carrier. The report found that 68% are satisfied or very satisfied with the coverage and services their carrier is providing, and only 10% of U.S. wireless customers are dissatisfied. Despite widespread reporting by consumer groups that actual U.S. wireless coverage is spotty and cellular service somewhat unreliable - findings JupiterResearch does not dispute - consumer satisfaction levels are uniformly high.

"U.S. consumers have modest expectations of coverage and services, and consumers moderate their expectations based on a carrier's reputation and pricing," said Avi Greengart, senior analyst at JupiterResearch. "If you brand yourself as a low cost carrier, you don't need to provide best coverage. If you brand yourself 'the best network' you'd better deliver good coverage. As long as carriers adopt a consistent marketing and branding position, and align their operational practices accordingly, there are several ways to keep customers happy beyond pouring money blindly into towers and base stations," Greengart said.

With customer satisfaction levels uniformly high and basic service hard to differentiate, carriers have turned to billing options to appeal to consumers, an issue the report addresses with additional consumer survey data. "From a billing perspective, twice as many consumers prefer night beginning in the afternoon over weekends starting on Fridays. Both are more popular than family plans," said Mr. Greengart.

The report also contains specific recommendations for each national carrier along with data and analysis of strategies to create higher average revenue per unit, lower churn and increase subscriber growth. Data is included on consumer data usage and data-capable handset penetration by carrier, consumer billing preferences, and case studies on 3G data plans from Verizon and Nextel.

For more information, contact Kieran Kelly at [email protected].

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Most Recent Comments
Glenn Diefenbach 04/29/04 02:01:11 PM EDT

My spouse has AT&T TDMA/GSM/GPRS Wireless service and I have T-Mobile 900/1800/1900 GSM/GPRS service. We have two carriers for two different reasons. My spouse chose AT&T Wireless for the coverage and I chose T-Mobile since they have the best International Voice and GPRS Roaming. I have been with VoiceStream now T-Mobile since they first offered GSM service in the Dallas,Texas area and am very satisfied with the service both Domestically and while traveling Internationally. I have NO intention of changing carriers.

Verizon and Sprint, both CDMA, can advertize all the price and phones deal they want, I would never switch to them since their CDMA phones don''t work very many places outside the US/Canada. Maybe someday if they are UMTS.