Which Wireless Service Is Best In Your Area?
Customer Satisfaction Study
Results Help You Compare Carriers
To help consumers compare wireless carrier services, we show the results
of two customer survey studies by J.D. Power and Associates and Consumers
Union.
J.D. Power and Associates 2006 U.S. Wireless
Regional Customer Satisfaction Index (CSI) Study
 |
According to
the J.D. Power and Associates 2006 U.S. Wireless Regional Customer
Satisfaction Index (CSI) StudySM released in April 2006,
overall customer satisfaction with wireless service providers has
increased significantly from 2005 as customers react to new service
offerings and aggressive pricing strategies. |
Carriers are ranked across six regions in the United States: Northeast,
Mid-Atlantic, Southeast, North Central, Southwest and West.
T-Mobile ranks highest in all six regions (including five ties), performing
particularly well in service plan options, cost of service and billing.
Verizon Wireless ranks highest in ties in five regions: Northeast, Mid-Atlantic,
Southeast, North Central and West. Verizon Wireless’s main strengths
are in the areas of call quality and brand image dimensions.
U.S. Cellular ranks highest in a tie with Verizon and T-Mobile in the
North Central region.
The study measures customer satisfaction based on 42 specific service-related
measures grouped into six key factors that impact overall wireless carrier
performance. These are (in order of importance):
- call performance and reliability (26%);
- customer service (17%);
- service plan options (17%);
- brand image (14%);
- cost of service (14%); and
- billing (12%).
Over the past three-year period, overall satisfaction has fluctuated
significantly as changes in the industry, such as the recent carrier mergers,
have influenced the customer experience. The study finds satisfaction
has improved 3 percent from 2005, with particular improvements in the
areas where the industry has been aggressively marketing new services
and offering more attractive pricing options. For example, the service
plan options and cost of service factors receive the largest increase
in satisfaction ratings from 2005.
2006 J.D. Power and Associates' Highest Customer Satisfaction Award
Recipients:
| Regions* |
Carrier
Ranking in Highest Satisfaction
(2006 Award Recipients) |
| Northeast |
T-Mobile
(tie)
Verizon
Wireless (tie)
|
| Mid-Atlantic |
T-Mobile
(tie)
Verizon
Wireless (tie)
|
| Southeast |
T-Mobile
(tie)
Verizon
Wireless (tie) |
| Southwest |
T-Mobile |
| North
Central |
T-Mobile
(tie)
Verizon
Wireless (tie)
U.S.
Cellular (tie) |
| West |
T-Mobile
(tie)
Verizon
Wireless (tie)
|
|
source: J.D. Power and Associates
* Regions
- Northeast
Region includes: Connecticut, Maine, Massachusetts, New Hampshire, New
York, Rhode Island and Vermont.
- Mid-Atlantic
Region includes: Delaware, District of Columbia, Maryland, New Jersey,
Pennsylvania, Virginia and West Virginia.
- Southeast
Region includes: Alabama, Florida, Georgia, Kentucky, Louisiana, Mississippi,
North Carolina, South Carolina and Tennessee.
- North
Central Region includes: Illinois, Indiana, Michigan, Ohio
and Wisconsin.
- Southwest Region
includes: Arkansas, Kansas, Missouri, Oklahoma and Texas.
- West
Region includes: Arizona, California, Colorado, Idaho, Iowa, Minnesota,
Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, Utah, South
Dakota, Washington and Wyoming.
2006 Wireless Customer Care Performance Study Results
T-Mobile has been ranked highest for wireless-customer-care performance
by J.D. Power and Associates. The 2006 Wireless Customer Care Performance
Study is based on responses from more than 13,970 wireless customers.
Click here
for details.
Consumers
Union's Survey Results
 |
Consumer Reports’
Annual Cell Phone Survey released in the January 2007 issue shows
that call quality remains an aggravation for many cell phone users.
In fact, 54 percent of the survery respondents who switched carriers
during the past three years attributed their decision to poor phone
service, including dropped calls and no service at home. |
Verizon Wireless Tops Ratings.
Verizon came out at or near the top in the 20 metropolitan areas, as
it has in years past. But Alltel is emerging as a formidable challenger.
T-Mobile is also giving Verizon a run for its (and your) money.
The publication says that 43,000 wireless subscribers in 20 markets participated
in surveys used to create the ratings. The survey covered key service
issues such as call quality, how well inquiries and complaints were handled,
and billing problems. The survey was conducted in September 2006.
Some other highlights from the survey include:
- Cell service still
leaves a lot to be desired. As a group, cellular carriers scored only
66 on a scale of 0 to 100 for overall satisfaction. (A 100 would mean
that all readers were completely satisfied.)
- Call quality remains
an aggravation for many cell phone users. In fact, 54 percent of respondents
who switched carriers during the past three years attributed their decision
to poor phone service, including dropped calls and no service at home.
- Most consumers
aren’t ready to give up their landlines and go all wireless, all
the time. Someday that may happen, but probably not until cell-service
quality improves significantly and its 911 issues are more fully resolved.
This year 5 percent of the respondents said that they currently have
a cell phone but no landline at home.
Consumer Report's 2006 Consumer
Ratings
Metorpolitan Area |
Top Rated Carrier |
Atlanta, Boston, Chicago, Dallas, Detroit, Houston, Los Angeles,
Miami, Minneapolis/St. Paul, New York, Philadelphia, San Diego,
San Franscisco, Washington, DC |
Verizon Wireless |
Denver, Seattle, St. Louis |
T-Mobile |
Cleveland, Phoenix, Tampa |
Alltel |
To find wireless service providers in your area and compare their plans,
go to comparison
shopping page.
|