More than one-fourth of wireless phone customers have replaced their traditional landline connections at home and are now using wireless service exclusively to communicate on a daily basis, according to the J.D. Power and Associates 2008 U.S. Wireless Contract Regional Customer Satisfaction Index (CSI) Study–Volume 2 released today.
The study finds that among the 27 percent of current wireless customers who report replacing their traditional landline phone with wireless service, 61 percent have completely disconnected their home landline service. Additionally, 29 percent of wireless customers ages 18 to 24 report making this switch, compared with only 9 percent of subscribers 65 years or older. Customers who have used wireless longer are also more likely to switch exclusively to wireless service. In particular, customers who have used wireless service for 3 years or more report higher land-line disconnection levels than those who have used wireless for less than 12 months (19 percent vs. 9 percent, respectively). Satisfaction levels are also much higher among those who have decided to disconnect their landline (691 points) compared with those who still have the service in their home (681 points).
“The user experience has steadily improved for wireless customers, and the number of features and applications available for cell phones has increased considerably during the past 2 years, so it is not unexpected to find that many wireless subscribers are choosing to replace their landline phone entirely with wireless service,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “Wireless service has truly improved to the point where quality and performance are no longer barriers in the decision-making process around switching to exclusive wireless service usage.”
The semiannual study measures customer satisfaction based on six key factors that impact overall wireless carrier performance. In order of importance, they are: call quality (32%); brand image (17%); cost of service (14%); service plan options (14%); billing (12%); and customer service (11%). Carriers are ranked across six regions in the United States: Northeast, Mid-Atlantic, Southeast, North Central, Southwest and West.
Verizon Wireless ranks highest in five regions—Northeast, Mid-Atlantic, Southeast, North Central and West—and performs particularly well regarding call quality and brand image in each region. T-Mobile ranks highest in the Southwest region, performing particularly well in cost of service, service plan options, billing and customer service.
2008 U.S. Wireless Regional Customer Satisfaction Index (CSI) Study – Wireless Service Ratings:
(Region – Award Recipient)
• Mid Atlantic – Verizon Wireless
• North Central – Verizon Wireless
• Northeast – Verizon Wireless
• Southeast – Verizon Wireless
• Southwest – T-Mobile
• West – Verizon Wireless
Click on the regions above for full results.
Source: J.D. Power
[Thanks to MacDailyNews Reader “Peter G.” for the heads up.]
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Apparently, these people didn’t ask me what my opinion of Verizon was.
Too bad the rumor of Apple inking a deal with Verizon is baseless. Apple could have sold a LOT of iPhones…
Maybe in 2010….
As a network, I’d agree that Verizon is probably the best in the US. Most Verizon subscribers I’ve ever encountered are very happy with it.
The big problem is that Verizon doesn’t have the iPhone.
**Independent study funded by Verizon.
Question here.
How do they handle places like Vonage. They are wireless (cable) and not land line but they are not cell tower. ???????
I use Vonnage and have had great service with them and its lots cheaper. Also I do not have the “edge of tower service” that I get with AT&T;at my place.
Just a thought and question.
en
That’s cool if Verizon is #1 in that area. I’ve been using AT&T;, and they have been more than helpful numerous times via phone (stores, not always)
In fact, I’ve been shocked at how they would knock things off the bill when we’ve tried to find a plan that works for us (data). Also, offering a phone rebate when we lost the upc barcode. Stuff like that makes a company hard to leave!
I’m sorry but there is no effing way. Verizon is pretty good at being a carrier but sucks huge balls at customer service.
Another Clueless report form J.D. Power.
Meh…
I have had Verizon and AT&T;. I would rate them about equal in coverage, signal strength, and dropped calls. I don’t put much stock in JD Power any more. Their vehicle studies are a joke.
Verizon is the scum of the earth in my book. Not that AT&T;is necessarily much better, but I’ve had no trouble with the folks at AT&T;since buying an iPhone almost a year ago.
Has anyone noticed how there are so many authorities out there doing these surveys and studies that in the end, every major company gets top ranking from one of these? Same with cars — every car model has “best in class” award from one of these. This clearly puts very little credibility to these surveys/studies.
Strange. Verizon doesn’t even offer real unlimited text plans from what I can find on their site.
I’ve used Verizon and recently switched to ATT with my new iPhone.
ATT customer service is horrible.
Let me repeat, ATT customer service is horrible.
I’ve been overbilled on my iPhone purchase and my two initial bills. The customer service center keeps sending me back to the ATT store. They refuse to correct even the smallest (and obvious errors) with my phone. I’ve even had to go to my credit card company to help resolve my billing problems.
Let me repeat, ATT customer service is horrible.
Wireless service should be commoditized like all other components of a phone that should work quietly in the background. When that happens, I’ll be a happy man.
I use Verizon, and have had great experience with coverage; in some places it’s the only carrier available. Service has been only the average evil that I expect from wireless companies. My biggest gripes are that they hobble their phones, and do not offer the iPhone.
I love Verizon. Far better network than AT&T;on the CA Coast.
If Verizon had iPhone, I might have one by now. I will hopefully in the next year or two, but for now, I love my BB.
AT&T;has been getting WORSE in my rural area. Worse, as in no coverage where there used to be coverage.
When I carried a Verizon work phone, coverage was good. Verizon is the only one building towers in my area, so they have to have gotten even better.
I won’t even mention how bad the other carriers are here.
While bad customer service is a pain – and let’s be honest, do any of them have good customer service – it’s coverage that is the day in and day out issue.
What does JDPower know about anything? Advertising, kick backs and pay offs?
I am an Apple admin in the NY metro area. I have used Apple products for over 20 years. I am THE person who should have an iPhone. Do you know why I don’t? AT&T;’s network in this area is horrific. Almost unusable. We had AT&T;Razrs for two months at my workplace. It was an absolute nightmare. We went slumping back to Verizon.
iPhone sales are suffering because of one thing and one thing only. It’s connection to AT&T;. Period
IT’S THE FUCKING NETWORK! Apple shit the bed on this one.
I had Verizon for a couple of years (NY Tri-state area) and I was quite happy. A few months ago I got an iPhone, got a family plan and moved my wife to AT&T;. Now our service is so horrible that my wife threatens to go Verizon and pay the ETF to AT&T;.
AT&T;is the only reason that I don’t have an iPhone. Two year contracts by anyone is another reason. All services should be month to month just like a land line.
How many times does one have to be told that the iPhone 3G doesn’t work on Verizon?
<i>1. Verizon EVDO iPhone Just Around the Corner
Sorry, this isn’t going to happen. For starters, we know AT&T;has an exclusive contract in the US through 2011. Even if it didn’t, or if Apple found some way to terminate the contract, offering an EVDO phone still wouldn’t make much sense.</i
http://www.roughlydrafted.com/2008/10/01/five-more-iphone-myths/
Fellow Verizon users: Keep up hope. The BlackBerry Storm is coming soon…
I live in North Alabama and have had Cingular/ATT for several years and have been extremely happy with reception, customer service and quality and I don’t have an iPhone.
You had better take another look at this survey as it appears that JD Power has manipulated the results.
Example: In the Southeast Region, Alltel Wireless was equal to Verizon (one category) or better than Verizon (3 categories) yet Verizon was selected as the overall winner?