|
|
NEWS
RECALLS
COMPLAINT FORM
SCAM ALERTS
RESOURCES
Small Claims Guide Class Actions Lemon Laws FAQ Newsletters |
Share |
| Automotive Education Employment Electronics Family Finance Health Homeowners Insurance Pets Shopping Travel |
|
|
|
![]() |
Cell Phone Churn IncreasingT-Mobile, Verizon Wireless Tie For Top Spot in J.D. Powers Survey |
|||||||||||||
|
October 6, 2005
The study finds that 20 percent of subscribers who are not satisfied with the overall retail purchase experience say they will "definitely" or "probably" switch current carriers within next 12-month period -- up from 13 percent in 2004. In addition, dissatisfied customers are 25 percent less likely to visit the same carrier store again to purchase wireless services and 35 percent less likely to recommend the carrier service to family and friends in the future. "With fewer new customers entering the market, the wireless industry is becoming fiercely competitive for retailers," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "The retail stores of wireless carriers face strong competition in the areas of price and promotions from national electronic retail outlets such as Best Buy and Radio Shack, which offer wireless service. It’s imperative that wireless service providers concentrate on retention strategies, as the ability to expand the customer base becomes more difficult," Parsons added The study, now in its second year, 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 and Verizon Wireless rank highest in a tie and are the only carriers to perform significantly above the industry average overall. Both receive particularly high ratings relative to the competition in the price/promotional dimension. The study finds the following key retail wireless sales transaction patterns:
The 2005 Wireless Retail Sales Satisfaction Study is based on experiences reported by 6,144 wireless users who completed a retail sales transaction within the past six months. Report Your Experience
|
|||||||||||||
Back to the top | |
||||||||||||||
Advertisement
|
|
Custom Search
|
||||
|
AUTOMOTIVE Dealers Manufacturers Service Extended Warranties Lemon Laws Recalls Tires Transporters FAMILY Aging Children, Parenting Recalls Dating Education Entertainment Pets Weddings |
FINANCE Annuities Banks Credit Cards Debt Collection Debt Counseling Insurance Investing Loans Mortgages Payday Loans Student Loans Tax Prep HEALTH Doctors Drugs, Pharmacies Health Clubs Hearing Care Hospitals Nursing Homes Nutrition, Diets Vision Care Weight Loss |
HOUSE & HOME Appliances Cookware Furniture Home Improvements Lawn & Garden Movers Pools & Spas Realtors, Rental Agents Recalls Utilities ELECTRONICS Cable TV/DBS Cameras Cell Phones Computers Home Electronics Internet Access Local Phone Service Long Distance VoIP |
SHOPPING In-Home Online Retail Stores Sporting Goods Supermarkets Telemarketers TRAVEL Airlines Bus Lines Car Rental Cruises Hotels Travel Agents Trains RESOURCES Class Actions Complaint Form Small Claims Guide Lemon Laws |
CONSUMER NEWS Latest News Automotive Telecom Financial Health Homeowners Scams Seniors Travel More ... RECALLS Automotive Children's Products Drugs Food Household Products Sporting Goods ABOUT US FAQ Privacy Policy Advertise With Us Newsroom Syndication Terms of Use |
Terms of Use Your use of this site constitutes acceptance of the Terms of Use
Copyright © 2003-2009 ConsumerAffairs.com Inc. All Rights Reserved. The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission. |
|