In-Stat/MDR's Wireless Internet Early Adopter Q1'02 Customer Satisfaction Results
Published By: In-Stat
August 2002
r97-1015
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Description
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In-Stat/MDR's Wireless Internet Early Adopter Q1'02 Customer Satisfaction Results
This is the third wave of In-Stat/MDR's quarterly customer satisfaction studies. For the third quarter in a row, of the top four providers of wireless Internet services - AT&T Wireless, Nextel, Sprint PCS and Verizon Wireless - Nextel's customers rated it higher than any other provider's customers in two different scores. For the first time, AT&T Wireless was virtually tied with Nextel with the largest amount of customers who were extremely or very satisfied. In-Stat/MDR has determined that four key attributes - reliability of service, ease of use, breadth of applications available and quality of service - are key to driving customer satisfaction with wireless Internet services. This survey provides customer satisfaction ratings on several different attributes and provides trending information on usage and spending on wireless Internet services.
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Table of Contents
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In-Stat/MDR's Wireless Internet Early Adopter Q1'02 Customer Satisfaction Results
Executive Summary
About the Panel
Methodology For Collecting WIP Data
Methodology For Wireless Internet Customer Satisfaction ScoringCustomer Satisfaction Score based on All Attributes
Customer Satisfaction Score based on Top Predictors
Customer Satisfaction ResultsAT&T Wireless Barely Nudges Out Nextel in Overall Satisfaction
Nextel Rates First Again, Based on Satisfaction with All Attributes
Nextel Maintained Top Position, Based on Customer Satisfaction With the Top Four Predictors
Another Way to Measure Satisfaction is to Gauge Customers' Willingness to Recommend The Service To Others
The Potential for Churn Is Important to Monitor
Supporting and Related Research FindingsMore Respondents Use Cellular Phones than Laptops
Users are Increasingly Relying on Laptops and Notebooks as Their Devices of Choice to Access the Internet Wirelessly 11
Early Wireless Internet Adopters Continue to Be Heavy Users, But Usage is Trending Down
Monthly Wireless Internet Bills Declining
Sprint PCS, AT&T Wireless, Verizon Wireless and Nextel Remain the Lead Providers of Wireless Internet Services
Wireless Internet Decision-Makers Are Comprised of Both Businesses and Individual Consumers
Wireless Internet Users Tend to Be Loyal
Customers Are Generally Satisfied With Their Providers
Customer Satisfaction: Specific AttributesSprint PCS Customers Are Most Satisfied With the Breadth of Applications That Are Available
Nextel's Customers Are Most Satisfied With Customer Service and Support
Nextel's Customers Find Its Services Easy to Use
Geographic Coverage Leader Almost Too Tough to Call
Nextel's Customers Are Most Satisfied With Price
AT&T Wireless Snatches Top Spot for Service Quality
AT&T Wireless Retains Lead In Service Reliability
Nextel Rated Tops for Technical Support
Quarter-by-Quarter Summary Charts
Conclusions
List of FiguresFigure 1. AT&T Wireless Barely Nudges Out Nextel in Overall Satisfaction
Figure 2. Nextel Rates First Again, Based on Satisfaction on All Attributes
Figure 3. Nextel Maintained Top Position, Based on Customer Satisfaction with the Top Four Predictors
Figure 4. Another Way to Measure Satisfaction is to Gauge Users' Willingness to Recommend the Service to Others
Figure 5. The Potential for Churn is Important to Monitor
Figure 6. More Respondents Have Cellular Phones Than Laptops
Figure 7. Users are Increasingly Relying on Laptops and Notebooks as Their Devices of Choice to Access the Internet Wirelessly
Figure 8. Early Wireless Internet Adopters Continue to Be Heavy Users, But Usage is Trending Down
Figure 9. Monthly Wireless Internet Bills Declining
Figure 10. Sprint PCS, AT&T Wireless, Verizon Wireless and Nextel Remain the Lead Providers of Wireless Internet Services
Figure 11. Wireless Internet Decision-Makers Are Comprised of Both Businesses and Individual Consumers
Figure 12. Wireless Internet Users Tend to Be Loyal
Figure 13. Customers Are Generally Satisfied With Their Providers
Figure 14. Sprint PCS Customers Are Most Satisfied With the Breadth of Applications Available
Figure 15. Nextel's Customers Are Most Satisfied With Customer Service and Support
Figure 16. Nextel's Customers Find its Services Easy to Use
Figure 17. Geographic Coverage Leader Almost Too Tough to Call
Figure 18. Nextel's Customers Are Most Satisfied With Price
Figure 19. AT&T Wireless Snatches Top Spot For Its Service Quality
Figure 20. AT&T Wireless Retains Lead in Service Reliability
Figure 21. Nextel Rated Tops for Technical Support
Figure 22. Quarter-by-Quarter Summary
Figure 23. Quarter-by-Quarter Summary
Figure 24. Quarter-by-Quarter Summary
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