Business Wireless Satisfaction Noticeably Higher among Unlimited Plan Customers, J.D. Power Finds
T-Mobile Ranks Highest in Wireless Satisfaction for Large, Midsize and Very Small Business Customers
COSTA MESA, Calif.: 26 Oct. 2017 — It’s not just consumers with their bandwidth-sucking kids and always-on-social-media habits who crave unlimited data plans from their wireless carriers. According to the J.D. Power 2017 U.S. Business Wireless Satisfaction Study,SM released today, unlimited data services offer an even greater boost to customer satisfaction in the business wireless market.
“Just as consumer wireless customers dread getting those data overage notifications, business wireless customers prefer the predictable budgeting and unrestricted employee access that comes with unlimited data plans, even if those plans cost more,” said Peter Cunningham, Technology, Media, and Telecommunications Practice Lead at J.D. Power. “This is such a critical observation because it leads to a much larger adoption rate for unlimited plans and significantly higher levels of carrier loyalty among business customers.”
Following are some of the key findings of the study:
- Huge satisfaction gap grows between unlimited and data allowance plans: Overall satisfaction is much higher among customers whose company uses unlimited wireless data (822 on a 1,000-point scale), compared with those whose company does not (782). This 40-point gap is nearly double the 21-point gap observed in the consumer market when comparing those who have unlimited data with those who have data allowances.
- Unlimited plan adoption rate and loyalty significantly higher: The rate of adoption of unlimited data plans is 69% among business customers, compared with just 27% in the consumer marketplace. Among business customers who have unlimited data plans, 80% say they either “definitely will not” or “probably will not” switch to another carrier. That number falls to 73% among business users who have data allowances.
- Unlimited texting and international roaming also drive higher satisfaction: Other wireless services associated with higher levels of satisfaction include unlimited texting (+22 points) and international roaming (+35).
- Customer satisfaction correlates to size of business: Overall satisfaction with business wireless services is 813 in the large enterprise segment; 797 in the small/midsize business segment; and 761 in the very small business segment.
T-Mobile ranks highest in all three business segments covered in the study, scoring 849 in the large enterprise segment; 813 in the small/midsize business segment; and 805 in the very small business segment. AT&T ranks second in the enterprise segment (820); Sprint ranks second in the small/midsize business segment (800); and Verizon Wireless ranks second in the very small business segment (770).
The 2017 U.S. Business Wireless Satisfaction Study is based on responses from 2,707 wireless customers. The study measures overall satisfaction among three key segments: very small business (1-19 employees); small/midsize (20-499 employees); and large enterprise (500 or more employees). Satisfaction is measured across six factors: performance and reliability; offerings and promotions; cost of service; sales representative and account executive; billing; and customer service.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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