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The 2002 U.S. Mobile Phone Evaluation Study reveals the mobile phone characteristics that impact the wireless calling experience including opinions on usage characteristics, switching tendencies, purchasing dynamics, and handset styles. This study explores the relationship between user segments and their affect on customer satisfaction. Based on responses from 5,269 households in 27 of the largest US. markets, this study provides a detailed analysis of the importance that mobile phones play within the wireless experience.
The Major Provider Business Telecommunications Services Study is based on responses from more than 3,000 U.S. businesses, from very small (with at least two employees) to very large (500+ employees), and evaluates their data and voice services providers.
In 1995, J.D. Power and Associates launched its first initiative into the wireless industry with its residential wireless customer satisfaction report covering the top 8 U.S. markets. Current subscribers of the major wireless providers were surveyed to determine how they regard their service in all areas that impact satisfaction, including call quality, pricing, branding, billing and customer service issues. The 2002 U.S. Wireless Industry Services Study also details many aspects that impact the wireless calling experience including opinions on new products/services, usage characteristics, switching tendencies, purchasing dynamics, frequency of bundling services to name just a few. More than just a report card on wireless providers, the wireless industry report identifies key elements of the wireless purchase experience that influence customer satisfaction. The study has expanded to include the top 27 U.S. markets and now includes
access to industry trend information via our 2002 Wireless industry Trend
And Analysis Report (available for purchase below).
The Internet Service Provider Residential Customer Satisfaction Study looks at customer satisfaction among the largest national Internet service providers (ISP) and the factors that determine overall customer satisfaction. The study provides a look at cost/billing/image, speed/availability, customer care/technical support, suitability of services/content, e-mail services, navigation access to other portals and ease of use. The study is based on responses from more than 4,600 residential customers
of Internet service providers nationwide and covers 12 dial-up ISPs and nine
high-speed ISPs.
The 2002 Residential Cable/Satellite TV Customer Satisfaction Study
is based on responses from nearly 4,000 U.S. households that evaluated their
satellite or cable TV provider. The 14 providers included in the study comprise
more than 80 percent of the domestic market share for cable/satellite TV service.
The Residential Local Telephone Customer Satisfaction Study looks at
how satisfied consumers are with their local service provider and the critical
factors that contribute to consumer satisfaction including customer service;
corporate image/ communications; billing; call quality; network capabilities;
calling card; and cost of service/promotions.
The Residential Long Distance Customer Satisfaction Study looks at how
satisfied consumers are with their long distance service provider. It’s
an in-depth report that explores the critical factors that contribute to consumer
satisfaction including customer service, corporate image/communications, billing,
call quality, network capabilities, calling card and cost of service/promotions.
The 2002 Wireless Market Share Program provides valuable market penetration and wireless carrier share data in a timely and cost effective package. The Tri-Annual tracking program utilizes a national household panel methodology. A total of 100,000 surveys per wave are mailed asking for wireless incidence and current carrier subscription of all household members. Highlights of the tracking program include:
The 2001 Cross Industry Call/Contact Center Report provides valuable
data and insights on the importance and impact of the call/contact servicing
experience from the customer's perspective. These insights can be extremely
useful as a company assesses the role of the call/contact center experience
in its overall customer strategy. The information can also be useful in the
development of operational call/contact center strategies to reduce costs and
leverage resources. In addition, the report provides analytical perspectives
that companies may want to explore in their own environment.
J.D. Power and Associates produces custom and syndicated market research studies for leading companies in the telecommunications industry. The firm provides a national and regional perspective on incumbents' satisfaction performance for customer service, billing and service costs, as well as in other relevant areas. The information enables companies to look at market segments for strategic purposes and obtain insight into opportunities within the industry. In the increasingly competitive industry, customer satisfaction is a key differentiator.
Market share, switching behavior, bundling and average expenditures per month are areas covered in each study. |
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