Study reveals AT&T smartphone customers more likely to be satisfied with their devices

More smartphone customers choose AT&T and now a study from market research leader Nielsen shows that across the nation AT&T smartphone owners are more satisfied with their handsets than similar subscribers of other major wireless carriers. The findings are reported in the Nielsen Mobile Insights Study, Q1 and Q2 2011, and are consistent with other independent, third-party smartphone research.

“Our data shows that as of the second quarter this year, about half of our postpaid customers had smartphones — more than any other wireless provider — and this trend shows no signs of slowing down,” said David Christopher, chief marketing officer, AT&T Mobility and Consumer Markets, in the press release. “Nielsen’s results reinforce that our customers have the highest device satisfaction compared to all carriers. Whether a customer is upgrading to a new model or selecting their very first, they can depend on us for a superior smartphone experience.”

Christopher said more smartphone customers are choosing AT&T for its:

• Smartphone selection: AT&T offers award-winning Android smartphones – including the Motorola ATRIX™ 4G (named the best smartphone at CES) and the LG Thrill 4G (among the best smartphones in the CTIA E-Tech awards) – and the largest lineup of BlackBerry and Windows Phone devices. Since February, AT&T has introduced 10 Android smartphones and two new Android tablets, including the first smartphone with a 4.5-inch display and dual-core processor, with more planned in 2011.

• International roaming: AT&T’s wireless customers enjoy a robust selection of world phones and discounted data, messaging and voice packages, along with the broadest global coverage of any U.S. wireless provider. With voice service in more than 220 countries, AT&T customers can travel around the globe and make and receive calls on the same wireless number they use at home. AT&T also offers data roaming service (email, web browsing) in more than 205 countries, including 3G in more than 145, including Japan and South Korea. AT&T customers can also choose a service on more than 140 major cruise ships. In fact, AT&T has more than twice as many smartphone customers using phones that enable calls outside the U.S. than other major wireless carriers.

Talk and surf: The ability to talk and surf at the same time on a smartphone is one of the key advantages of the AT&T mobile broadband network, providing customers the convenience of simultaneously talking with friends and family while checking Facebook or looking for directions to a restaurant. For enterprise customers, it enables employees to be more efficient and responsive to clients and colleagues while on-the-go.
Mobile To Any Mobile: AT&T offers unlimited mobile calling to any mobile number in America to customers with an unlimited messaging plan and a qualifying voice plan. Introduced in February, Mobile To Any Mobile brings added value and flexibility to the lives of customers and helps them stay connected to the people they want to talk to, when they want to talk, without the hassle of tracking minutes remaining. Additionally, when you include Rollover Minutes — a benefit available exclusively from AT&T that lets customers keep their unused minutes for all domestic calls, including to landline numbers — it’s clear that AT&T offers the most value in the industry.

• 4G: AT&T has deployed HSPA+ across its network and is currently deploying LTE to provide much faster mobile broadband speeds to customers with compatible devices, including the recently launched HTC Jetstream. As additional 4G devices are introduced, AT&T customers will have even more opportunity to take advantage of the network – already recognized by leading industry analyst firm Frost & Sullivan with the 2011 North American Product Line Strategy Award in the Mobile Network Market, stating, “AT&T’s wireless network strategy will undoubtedly benefit its customers, who will have access to faster speeds, even when outside an LTE coverage area.” A recent analysis of AT&T’s new LTE network was proclaimed, “The fastest cellular connection we’ve ever seen.”

• Nation’s largest Wi-Fi network*: With nearly 27,000 hotspots in the U.S. and with access to more than 190,000 hotspots globally through roaming agreements, AT&T supports more Wi-Fi capable smartphones than any other major carrier. Customers with qualifying smartphone, broadband and LaptopConnect plans can connect at no extra cost and automatically switch between AT&T’s mobile broadband network and AT&T Wi-Fi.

• Specialized customer care: AT&T has a history of offering excellent customer service. To ensure customers experience success and ease-of-use with their smartphone, AT&T has initiatives in place to quickly and directly address the smartphone customer’s needs – from the point of purchase to continuing support. For example, Retail representatives are required to complete extensive training on AT&T’s device portfolio, including all major operating system improvements and changes. Additionally, programs such as ‘Quick Start’ provide remote access support for all smartphones, netbooks, tablets and microcells sold in AT&T stores.

*Largest based on company branded and operated hotspots. Access includes AT&T Wi-Fi Basic. A Wi-Fi enabled device required. Other restrictions apply. See www.attwifi.com for details and locations.

4G speeds delivered by HSPA+ with enhanced backhaul. Available in limited areas. Availability increasing with ongoing backhaul deployment. Requires 4G device. Learn more at att.com/network.

Source: The Nielsen Company estimation based on an independent survey of 135,469 mobile phone users in 103 markets between January 2011 and June 2011.

13 Comments

  1. Study? The tone of this ‘study’ sounds like Nielsen got hired to do At&T advertisement. As a T-mobile user, I have some trepidation about the proposed sale to At&T. T-mobile has had good consistent service at reasonable costs ($25 Per month average for a family of four) . As we don’t do data over a phone, (text&talk only) I don’t see a comparable rate on AT&T. For my level of service, AT&T prices are not competitive with T-mobile,

    1. Ditto here except AT&T gave me one of their Microcell Wi-Fi units so it’s tolerable in the house. Still we’ve waited since 1987 for decent service and we’re only a stones throw from major San Fernando Valley coverage but still it’s never been improved from when it was Cingular. Lots of lip service but no extra signal bars.

  2. Nielsen’s doing PR work now, I see. And from personal experience, their customer service is garbage. I wanted an iPhone so badly, I tried them side by side with Verizon for a month. Issues arose and my ability to talk with someone was severly hampered by an incessant CS loop. Plus the coverage here (Destination ski resort) was hideous. You couldn’t walk into a building without dropping your call. It might’ve improved in the past year, but the process of terminating put me off permanently…

  3. I carry one T-Mobile phone because it is super cheap and I seldom use it. That said T-Mobile generally sucks compared to AT&T which I also have. I dropped a second T-Mobile my wife hated and they called to bagger me about it. They almost got my T-Mobile back too for that idiot call.

    T-Mobile is generally for the type of people who buy Android and think they got an iPhone.

    CLUELESS.

  4. Wow, at least the last troll was amusing (ironic anyway) An astroturfing troll alleging that Nielsen is doing PR work. Wow the mind reels.

    Has anyone noticed that the amount of astroturfing/trolling posts has significantly increased in the last month or so? (and most times several posts from separate accounts (though not necessarily different users;-) almost immediately after the story is posted?

  5. This can’t be true. I read for six months on MDN that ATT had a terrible network and was holding Apple back. Only Verizon could fix this. And all ATT customers would ditch ATT for Verizon as soon as they could. As a 4 year ATT iPhone customer with excellent results over that time I disagreed, but was impolitely told to “be quiet, ATT sucks”. Turns out Steve Jobs picked the right first iPhone carrier after all. The guy is very good. Congrats ATT!

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