Consumer Reports Says Cell-phone Satisfaction Stays Low

In its January 2006 issue Consumer Reports magazine reported that in a survey of 50,000 cell-phone users, only 47 percent of all respondents saying they were either very satisfied or completely satisfied. That is one of the lowest levels of satisfaction for any type of service in the U.S., the magazine said.

“Despite fierce competition among carriers and cell towers seemingly sprouting up overnight in many places, cell phone service isn’t getting any better,” the magazine stated.

Cingular Wireless gobbled up AT&T Wireless in an October 2004 deal. Many AT&T subscribers who kept their old phones after the companies combined reported significantly more connection problems and other bad experiences, according to the magazine.

Dropped calls, static and other common cell phone misadventures led consumers to lash out in the latest survey at wireless carriers in general, and Sprint and Nextel in particular.

With nearly 46 million subscribers on its network, Sprint is the nation’s No. 3 wireless carrier. In the survey, however, customers ranked Sprint last in three of the 18 metro areas and second to last in eight. Nextel was in the bottom position in six of the markets.

Verizon Wireless earned the top of CR's rankings of cell-phone carriers in 17 of 18 metro areas surveyed.

The magazine calls that "a low showing for any type of service" in the United States. Users ranked cell-phone service below hotels, supermarkets, digital cable television and health maintenance organizations.

Almost a third of the cell-phone users who participated in the survey said they were considering changing wireless companies. Those who recently changed providers blamed poor service and cost as the top two reasons they switched.