In-Stat's Wireless Internet Early Adopter Q3 '01 Customer Satisfaction Results

In-Stat's Wireless Internet Early Adopter Q3 '01 Customer Satisfaction Results

Published By: In-Stat
October 2001
r97-892
PDF Format (Single User) via Email, Minimum 1 Business Day $1,995.00

Description

This is the first of In-Stat's quarterly customer satisfaction studies. 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. The carrier won top satisfaction ratings in three different, overall scores. One might say, "Nextel Won? Nextel has a wireless Internet service?" The answer is yes. It's called Nextel Online. And it is quite a successful service with more than 1.5 million subscribers to date. In-Stat will track future satisfaction scores to see if Nextel is able to maintain this coveted position in the industry.

Table of Contents

This Month's Topic: Customer Satisfaction
About the Panel
Methodology For Collecting WIP Data
Methodology For Wireless Internet Customer Satisfaction Scoring: Customer Satisfaction Score based on All Attributes; Customer Satisfaction Score based on Top Predictors
Customer Satisfaction Results: Any Way You Measure It, Nextel's Customers Are the Most Satisfied; Nextel Rates First Based on Satisfaction with All Attributes 1; Nextel Also Wins Top Honors, Based on Customer Satisfaction With the Top Four Predictors; Another Way to Measure Satisfaction is Customers' Willingness to Recommend The Service To Others; The Potential for Churn Must Not Be Overlooked
Supporting and Related Research Findings: Mobile Phones Are the Most Popular Devices Used to Access the Internet Wirelessly; Early Wireless Internet Adopters Are Heavy Users; Early Adopters Typically Spend $44.50 Monthly For Their Wireless Internet Service; Sprint PCS, Verizon Wireless and AT&T Wireless Lead in Usage Among Early Adopters; Wireless Internet Decision-Makers Are Comprised of Both Individuals and Businesses; Wireless Internet Users are Either Loyal or Tied in By Contracts
Customer Satisfaction: Specific Attributes: Of All Carriers, Nextel's Customers Are the Most Satisfied With the Breadth of Applications That Are Available; AT&T Wireless Shines Through With Its Customer Service and Support Capabilities; Nextel and Verizon Wireless Are Neck-in-Neck In Making Their Services Easy to Use; Nextel Also Rates Highest in Geographic Coverage; There is No Clear Winner on Service Price; Nextel Also Wins Kudos For its Service Quality; Reliability is Closely Related to Quality; Nextel and AT&T Wireless Lead the Pack on Their Satisfaction With Technical Support; Conclusions
List of Figures: Figure 1: Any Way You Measure It, Nextel's Customers Are the Most Satisfied; Figure 2: Nextel Rates First Based on Satisfaction with All Attributes; Figure 3: Nextel Also Wins Top Honors, Based on Customer Satisfaction With the Top Four Predictors; Figure 4: Another Way to Measure Satisfaction is Customers' Willingness to Recommend the Service to Others; Figure 5: The Potential for Churn Must Not Be Overlooked; Figure 6: Mobile Phones Are the Most Popular Devices Used to Access the Internet Wirelessly; Figure 7: Early Wireless Internet Adopters are Heavy Users 15; Figure 8: Early Adopters Typically Spend $44.50 Monthly For Their Wireless Internet Service; Figure 9: Sprint PCS, Verizon Wireless, and AT&T Wireless Lead in Usage Among Early Adopters; Figure 10: Wireless Internet Decision-Makers Are Comprised of Both Individuals and Businesses; Figure 11: Wireless Internet Users are Either Loyal or Tied in by Contracts; Figure 12: Of All Carriers, Nextel's Customers Are the Most Satisfied With The Breadth of Applications That Are Available; Figure 13: AT&T Wireless Shines Through With Its Customer Service and Support Capabilities; Figure 14: Nextel and Verizon Wireless Are Neck-in-Neck In Making Their Services Easy to Use; Figure 15: Nextel Also Rates Highest in Geographic Coverage; Figure 16: There is No Clear Winner on Service Price; Figure 17: Nextel Also Wins Kudos For its Service Quality; Figure 18: Reliability is Closely Related to Quality; Figure 19: Nextel and AT&T Wireless Lead the Pack on Their Satisfaction with Technical Support

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