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In-Stat's Wireless Internet Early Adopter Q3 '01 Customer Satisfaction Results
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| Published Date:
October 2001
Published By:
In-Stat
Page Count:
30
Order Code:
r97-892
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- 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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