Press Release |
Email this press release to a friend or collegue
|
Press Releases | Fact Sheets | Media Contacts | Facts and Figures
 |
Contact:
John Tews
(248) 312-4119 |
Syvetril Perryman
(805) 418-8103 |
|
| |
J.D. Power and Associates Reports:
Verizon Wireless Ranks Highest in Satisfying Business Customers
In Both Home-Based and Small/Midsize Businesses
Perceived Advantages in Network Performance and Promotional Incentives
Drive High Satisfaction Levels among Mobile Broadband Customers
WESTLAKE VILLAGE, Calif.: 21 May 2009 — Verizon Wireless ranks highest in both home office and small/midsize business customer satisfaction with wireless voice and data service, according to the J.D. Power and Associates 2009 Business Wireless Satisfaction StudySM released today.
Now in its fifth year, the study measures the overall satisfaction of home-based business customers (companies with between one and five employees, and based in a residence) and small/midsize business customers (companies with between two and 499 employees) with their wireless voice and data services across six key factors. In order of importance, they are: performance and reliability (23%); sales representatives/account executives (21%); billing (17%); cost of service (14%); offerings and promotions (13%); and customer service (11%).
In both the home-based business and small/midsize business segments, Verizon Wireless performs particularly well in five of six factors: performance/reliability; sales reps/account executives; billing; offerings/promotions; and customer service. T-Mobile follows Verizon Wireless in the home-based business segment, performing well in cost of service; sales representatives/account executives; and customer service. Within the small/midsize segment, Alltel follows Verizon Wireless and performs well in the cost of service and billing factors.
“The fact that Verizon Wireless ranks highest in both business segments indicates the provider’s dedication to not only providing superior customer service, but also high quality network performance and reliability,” said Kirk Parsons, senior director of wireless services for J.D. Power and Associates. “Network-related issues, such as call quality and network reliability, are critical elements that greatly impact daily decision-making processes for businesses, and Verizon Wireless has done well to effectively meet the needs of these customers.”
The study finds that business customers with access to a high-speed broadband connection are more satisfied, on average, with their wireless service, compared with those who do not have broadband connections. Satisfaction among mobile broadband customers averages 690 on a 1,000-point scale, compared with 676 among non-broadband users. The gap in satisfaction is even more pronounced within the small/mid-size business segment—satisfaction averages 701 among customers with broadband access, compared with 677 among customers without it. The difference within the small/midsize business segment is primarily driven by satisfaction with performance/reliability, as broadband service generally provides fast connection and download speeds and general quality performance advantages.
“Clearly, there is a service advantage to offering mobile broadband capabilities to business customers, especially considering their need to be productive while traveling,” said Parsons. “Being able to download large files and have access to data and company files away from the office in an efficient manner provides a competitive advantage in increased productivity and cost savings. This scenario is even more critical for larger businesses that have hundreds of field or sales representatives that depend on quick and dependable mobile connections to conduct day-to-day activities.”
The study also finds the following key business wireless usage patterns:- The average monthly cost for wireless voice and data services among home office customers is $171, while small/midsize companies spend an average of $1,120 per month.
- Overall, 44 percent of corporate decision-makers report currently subscribing to mobile broadband service. The incidence is higher among small/midsize businesses, compared with home-based businesses (49% vs. 41%, respectively). Additionally, 82 percent of companies that subscribe to broadband services also use the same provider for their wireless voice and data needs.
- Sixty-one percent of business wireless customers say they contacted a customer service representative with a question or problem within the past 6 months. Among these customers, 20 percent report contacting their provider due to changes in service plans, while 19 percent say they had issues with phone equipment malfunctions or needed replacements. This represents an increase from 17 percent in 2008.
The 2009 Business Wireless Satisfaction Study is based on responses from wireless service decision-makers at more than 2,618 U.S. businesses. The study was fielded in January and March 2009. Visit JDPower.com to view customer satisfaction ratings for wireless service and carrier performance, call quality, customer care, retail sales and mobile phone handsets.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on 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 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.
Media Relations Contacts:
|
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
|
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
|
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 # # #
|
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.
|