A Summary of the JD Power 2005
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JD Power and Associates, an independent marketing firm, conducted its annual study to find out how satisfied cell phone users are with their wireless service.
Overall, the study found wireless consumer's satisfaction with their service falling 10% more than last years survey.
Most analysts blame the recent "merger mania" in the wireless industry as the cause of this decline.
There may be some truth to this....
Both Sprint and Nextel - whose merge was recently finalized - saw the largest decline in their individual customer satisfaction ratings when compared to last year.
And Cingular, who acquired AT&T in 2004, continues to show dismal improvement in their overall customer satsifaction. Especially with former AT&T customers.
Wireless Satisfaction Study Results:
Overall, T-Mobile outperformed its competitors in the satisfaction survey, and ranked highest in all six regions (including four ties with Verizon).
Verizon also performed well, and managed to tie for top ranking in four of the regions surveyed.
US Cellular was the only other wireless carrier who placed high in the survey. The company tied with T-Mobile and Verizon for top ranking in the North Central Region.
General Information about the Study:
The JD Power study measures customer satisfaction based on each wireless company's general performance, then bases the percentage by its importance:
- call performance and reliability (26%)
- customer service (17%)
- service plan options (17%)
- brand image (14%)
- cost of service (14%) and
- billing (12%)
The results of this study were based on the experiences of 24,096 wireless users. The first study of this kind launched in 1995.