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Contact:
John Tews
(248) 312-4119 |
Syvetril Perryman
(805) 418-8103 |
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J.D. Power and Associates Reports:
One in Four Wireless Customers in the U.S. Report
Replacing Their Landline Home Phone with Wireless Service
Verizon Wireless Ranks Highest in Wireless Contract Customer Satisfaction in Five of Six Regions
While T-Mobile Ranks Highest in One Region
WESTLAKE VILLAGE, Calif.: 2 October 2008 —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) StudySM–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.
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.
For more information on customer satisfaction with regional customer satisfaction, read an article, or view ratings at JDPower.com
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies. About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
Media Relations Contacts:
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John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy
, MI
48098
USA
(248) 312-4119
john.tews@jdpa.com
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Syvetril Perryman
J.D. Power and Associates
Specialist, Media Relations
2625 Townsgate Road, Suite 100
Westlake Village
, CA
91361
USA
(805) 418-8103
syvetril.perryman@jdpa.com
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No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate # # #
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What does J.D. Power and Associates do?J.D. Power and Associates' research, consulting, and performance improvement services are used by a variety of industries to improve product quality and customer satisfaction. The firm's research is based solely on responses from millions of consumers and business customers worldwide. Product and service rankings that result from this research reflect the opinions of consumers and business customers-not the opinion of J.D. Power and Associates. Rankings are derived from nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction. J.D. Power and Associates conducts the research, publicly announces the results, and then offers analysis based on consumer feedback to product and service providers to help them improve their businesses.
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