In-Stat/MDR's Wireless Internet Early Adopter Year-End 2003 Customer Satisfaction Results

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In-Stat/MDR's Wireless Internet Early Adopter Year-End 2003 Customer Satisfaction Results

Service: Wireless Panel
Report Number: IN0401296WI
Publication Date: March 2004
Number of Pages: 49
Report Price: $2,595 U.S. Dollars
Analyst: Becky Diercks

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Abstract
In this latest round of wireless data/Internet customer satisfaction studies, six providers were rated by their customers: AT&T Wireless, Cingular, Nextel, Sprint PCS, T-Mobile and Verizon Wireless. Carriers are rated on three different overall customer satisfaction scores (i.e., scores based on satisfaction with all attributes, "top two" box, and top four predictors) and on nine specific, individual attributes (i.e., breadth of applications available, customer service and support, ease-of-use, geographic coverage, service price, service quality, service reliability, speed of the network and technical support). Trend information, pertaining to wireless data/Internet ARPU, access devices and usage are also included.

Table of Contents

Executive Summary
About the Panel
Methodology For Collecting WIP Data
Methodology For Wireless Internet Customer Satisfaction Scoring
- Customer Satisfaction Score Based on All Attributes
- Customer Satisfaction Score Based on Top Predictors
Customer Satisfaction Results
- Nextel Reclaims First Place For Overall Customer Satisfaction
- Verizon Wireless's Customers Rated It First, Based on Satisfaction on All Attributes
- Verizon Wireless Also Receives Top Scores, Based on Customer Satisfaction with the Top Four Predictors
- Another Way to Measure Satisfaction is to Gauge Customers' Willingness to Recommend The Service To Others
- The Potential for Churn Is Important to Monitor
Supporting and Related Research Findings
- Laptop and Wireless Phone Usage is Fairly Even
- Users are Increasingly Relying on Laptop Computers as Their Devices of Choice to Access the Internet Wirelessly
- Respondents Use Multiple Types of Wireless Networks
- Wireless Internet Usage is Steadying
- Monthly Wireless Internet Bills Stabilizing?
- Sprint PCS and Verizon Wireless Remain the Leading Providers of Wireless Internet Services
- Wireless Internet Decision-Makers Are Comprised of Both Businesses and Individual Consumers
- Wireless Internet Users Tend to Be Loyal
- Customers Are Generally Satisfied With Their Providers
Customer Satisfaction: Specific Attributes
- T-Mobile's Customers Are Most Satisfied With the Breadth of Applications That Are Available
- Verizon Wireless' Customers Are Most Satisfied With Customer Service and Support
- T-Mobile's Customers Find Its Services Easy to Use
- Verizon Wireless Still Viewed As Delivering the Most Superior Geographic Coverage
- This Wave, Sprint's Customers Are Most Satisfied With Price
- Top Service Quality Provider is Still Nextel
- Nextel Also Retained Top Honors for Service Reliability
- Once Again, Sprint Rated First for Technical Support
- Verizon Wireless Users Are Most Satisfied with Network Speed
Quarter-by-Quarter Summary Charts
- Summary, Running Scores - Top 2 Box
Conclusions

In-Stat/MDR (www.instat.com) is a leading provider of actionable market research, market assessments and market forecasts of semiconductor and advanced communications equipment and services. The firm's forecasts, analysis and insights are informed by both a deep technology understanding and a unique research methodology, which examines each segment of the value chain for each market. Technology vendors, service providers, technology professionals and market specialists, worldwide, rely on In-Stat/MDR's tenured, experienced staff and in-depth research to support critical technology, product and success decisions.