27% Wireless Customers Abandoned Landlines, Says JD Power
Over one-fourth of wireless
phone customers have replaced 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 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.
Volume 2 of the 2008 U.S. Wireless Contract Regional Customer Satisfaction Index (CSI) Study is based on responses from 20,269 wireless users. The results are from the fielding period between February and June 2008.
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.
Volume 2 of the 2008 U.S. Wireless Contract Regional Customer Satisfaction Index (CSI) Study is based on responses from 20,269 wireless users. The results are from the fielding period between February and June 2008.
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