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| US Business Wireless Voice and Data Service
Customer Satisfaction Results |
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Two recent surveys of In-Stat/MDR's Wireless
Panel, which is primarily composed of business users, probed respondents
regarding their usage of, and satisfaction with, wireless voice services
and wireless data/Internet services. This report illustrates the carriers
that are used for wireless voice and data, as well as users' satisfaction
with many attributes of their service. The report also provides information
as to use of wireless LAN and WAN data services, wireless data access
devices, wireless voice and data churn, average monthly voice and
data bills, bill payment methods, usage of corporate contracts, wireless
Internet usage and more. |
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- Executive Summary
- Methodology
- About the Panel
- Wireless Data/Internet
Satisfaction Survey
- Business Wireless
Satisfaction Survey
- Introduction
- Business Wireless
Customer Satisfaction Survey
- Cellular Service
Providers Used
- Most Customers
Remain Loyal to Their Carriers
- Users Want
Good Coverage, Reliable Service and Reasonable Prices
- Verizon Wireless'
Customers Were Most Satisfied With Their Geographic Coverage
- Cingular and
T-Mobile Customers Were Happiest With Service Prices
- Verizon Wireless
Customers Were Most Satisfied With Their Service Reliability
- T-Mobile and
VZW Customers Were Most Satisfied With Customer Satisfaction and
Support
- T-Mobile and
Cingular's Customers Were Happiest With Their Phone Prices
- T-Mobile, Sprint
and Cingular Customers Were Most Satisfied With the Variety of Handsets
Offered by Their Providers
- Sprint was
Viewed As Tops in Data Services and Features
- Battle for
the Top
- Verizon Customers
Were Most Likely to Recommend the Provider to Others
- Churn Has Remained
Relatively Constant, Despite LNP
- Most Churners
Kept Their Phone Numbers
- AWE Remains
at the Greatest Risk For Losing Customers
- Most Future
Churners Plan to Keep Their Phone Numbers
- Average Monthly
Bills Remain Fairly Steady From Year to Year
- National Coverage
is Desired by Most
- Corporate Contracts
Are Popular at Medium and Large Enterprises
- Corporate Contracts,
by Provider
- Liability for
Bill Payment
- Provider Selection
- Wireless Data
and Internet Usage, by Provider
- Wireless Internet
Customer Satisfaction Survey
- Wireless WAN
and LAN Usage
- Mobile Devices
Used
- Mobile Internet
Access Device Trends
- Frequency of
Wireless Internet Usage Varies
- Monthly Wireless
Internet Bills
- Monthly Wireless
Internet Bills
- Wireless Internet
Service Providers
- Wireless Internet
Carrier Selection
- Wireless Internet
Provider Tenure
- Most Respondents
were Satisfied with their Wireless Internet Providers
- Satisfaction
with Service Price
- Satisfaction
with Ease of Use of Wireless Internet Service
- Satisfaction
with Breadth of Applications Available
- Satisfaction
with Customer Service/Support
- Satisfaction
with Technical Support of Wireless Internet Service Provider
- Satisfaction
with Geographic Coverage of Wireless Internet Service
- Satisfaction
with Quality of Service
- Satisfaction
with Reliability of Wireless Internet Service
- Satisfaction
with Network Speed
- Overall Wireless
Internet Satisfaction
- Customer Satisfaction
With the Top Four Predictors
- Likelihood
to Recommend Wireless Internet Provider to Others
- Likelihood
to Churn
- Plans to Keep
Number When Switching
- Conclusions
- Figure 1. Respondents'
Company Size
- Figure 2. Respondents'
Occupation
- Figure 3. Cellular
Service Providers Used
- Figure 4. Most
Customers Remain Loyal to Their Carriers
- Figure 5. Users
Want Good Coverage, Reliable Service and Reasonable Prices
- Figure 6. Verizon
Wireless' Customers Were Most Satisfied With Their Geographic Coverage
- Figure 7. Cingular
and T-Mobile Customers Were Happiest With Service Prices
- Figure 8. Verizon
Wireless Customers Were Most Satisfied With Their Service Reliability
- Figure 9. T-Mobile
and VZW Customers Were Most Satisfied With Customer Satisfaction and
Support
- Figure 10. T-Mobile
and Cingular's Customers Were Happiest With Their Phone Prices
- Figure 11. T-Mobile,
Sprint and Cingular Customers Were Most Satisfied With the Handset Variety
Offered by Their Providers
- Figure 12. Sprint
was Viewed As Tops in Data Services and Features
- Figure 13. Battle
For the Top
- Figure 14. Verizon's
Customers Were Most Likely to Recommend the Provider to Others
- Figure 15. Churn
Has Remained Relatively Constant, Despite LNP
- Figure 16. Most
Churners Kept Their Phone Numbers
- Figure 17. AWE
Remains At the Greatest Risk For Losing Customers
- Figure 18. Most
Future Churners Plan to Keep Their Phone Numbers
- Figure 19. Average
Monthly Bill, by Company Size
- Figure 20. Average
Monthly Bill, by Carrier
- Figure 21. National
Coverage is Desired by Most
- Figure 22. Corporate
Contracts Are Popular At Medium and Large Enterprises
- Figure 23. Corporate
Contracts, By Provider
- Figure 24. Liability
for Bill Payment
- Figure 25. Selection
of Providers, By Company Size
- Figure 26. Selection
of Providers, by Carrier
- Figure 27. Wireless
Data and Internet Usage, by Provider
- Figure 28. Wireless
WAN and LAN Usage
- Figure 29. Mobile
Devices Used
- Figure 30. Mobile
Internet Access Device Trends
- Figure 31. Frequency
of Wireless Internet Usage Varies
- Figure 32. Monthly
Wireless Internet Bills, By Provider
- Figure 33. Monthly
Wireless Bills, by Frequency of Access
- Figure 34. Wireless
Internet Service Providers
- Figure 35. Wireless
Internet Carrier Selection
- Figure 36. Wireless
Internet Provider Tenure
- Figure 37. Most
Respondents were Satisfied with their Wireless Internet Providers
- Figure 38. Satisfaction
with Service Price
- Figure 39. Satisfaction
with Ease of Use of Wireless Internet Service
- Figure 40. Satisfaction
with Breadth of Applications Available
- Figure 41. Satisfaction
with Customer Service/Support
- Figure 42. Satisfaction
with Technical Support of Wireless Internet Service Provider
- Figure 43. Satisfaction
with Geographic Coverage of Wireless Internet Service
- Figure 44. Satisfaction
with Quality of Service
- Figure 45. Satisfaction
with Reliability of Wireless Internet Service
- Figure 46. Satisfaction
with Network Speed
- Figure 47. Overall
Wireless Internet Satisfaction
- Figure 48. Customer
Satisfaction With the Top Four Predictors
- Figure 49. Likelihood
to Recommend Wireless Internet Provider to Others
- Figure 50. Likelihood
to Churn
- Figure 51. Plans
to Keep Number When Switching
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