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All posts tagged "jd"

Monday, January 29, 2007

J.D. Power Announces US Carrier Customer Service Rankings

Posted by Mike Temporale in "NEWS" @ 12:15 PM

http://www.mobileburn.com/news.jsp?Id=3072&source=SIDEBARHOME
"Study results show that customers who interact with a customer service representative on the phone report better experiences than those contacting the carrier through an automated system. Contacting the carrier via the Internet or email was rated least favorable by customers."

No surprise here. Who enjoys talking with those automated systems and email support can be painfully slow. Once again, T-Mobile ranked highest when it came to customer care - I can't tell you how many T-Mo customers tell me how much they like their carrier. And to underscore just how important customer care is, J.D. Power found that half of all wireless users have needed to contact customer care within the last year. So it just makes sense to treat the customer nicely. :)

Tags: service, customer, power, announces, carrier, jd, rankings

Thursday, October 7, 2004

J.D. Power Wireless Retail Sales Satisfaction Survey

Posted by Kris Kumar in "NEWS" @ 04:00 PM

http://www.jdpower.com/news/releases/pressrelease.asp?ID=2004147
"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."

User submitted image

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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  • Source: MobileTracker

Tags: wireless, sales, power, retail, survey, jd, satisfaction

Sunday, September 12, 2004

J.D. Power Survey: Carriers May Be Finally Catching Up With Customer Expectations

Posted by Kris Kumar in "OFF-TOPIC" @ 01:00 PM

http://www.jdpa.com/studies_jdpower/pressrelease3.asp?ss=tps&ID=2004099

"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."

User submitted image

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.

Tags: customer, power, survey, with, finally, carriers, expectations, jd, catching

Saturday, August 21, 2004

J.D. Power Call Quality Performance Survey Results

Posted by Kris Kumar in "NEWS" @ 06:35 AM

http://money.cnn.com/2004/08/19/technology/personaltech/cell_quality/index.htm

"AT&T Wireless scored below average in every region of the country in the latest J.D. Power and Associates Wireless Call Quality Performance Study."

Main results of the study:
� Northeast Region: Sprint PCS & Verizon Wireless are tied
� Mid-Atlantic Region: Verizon Wireless
� Southeast Region: T-Mobile
� North Central Region: Nextel Communications
� Southwest Region: T-Mobile
� West Region: Sprint PCS
� T-Mobile is ranked higher than Verizon Wireless in four out of six regions :?
� Cingular is ranked below average in all regions except the West

I live in the Northeast region and my observations agree with the findings of this survey. Do you agree with the survey?

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  • Source: aristoBrat

Tags: power, quality, survey, call, performance, jd, results
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