Verizon, T-Mobile take top honors in latest J.D. Power survey
We typically expect to see T-Mobile top J.D. Power's wireless customer satisfaction surveys, but it seems Verizon's been sneaking up on the peeps in pink. In Volume 2 of its 2007 study -- Volume 1 having come out in May -- Verizon has ended T-Mobile's 5-period streak atop the rankings, scoring 726 on a 1000 point scale to take the crown. To be fair, T-Mobile slides in just one measly point behind at 725, but it's still gotta smart a bit to lose the title. AT&T, Alltel, and Sprint Nextel round out the top five, scoring 708, 695, and 679, respectively. Not even Verizon really deserves to pop the bubbly here, though, seeing how the survey represents a 12-point slide in industry average satisfaction year over year and a 7-point decline since the last reporting period. Maybe the whole prorated ETF fad will start to turn things around?[Via MobileBurn]
Filed under: T-Mobile, Verizon Wireless, Studies
Reader Comments (Page 1 of 1)
JAmerican @ Nov 11th 2007 12:04AM
I think its the extra stalling of 3G that caused them to loose their spot. Even if its the government's fault. Essentially, its becomes T-Mobile fault altogether.
derX @ Nov 11th 2007 12:10AM
Besides, if T-Mobile can't roll out its 3G network, they should at least allow for some high-speed cellular data usage via the HotSpot at Home thing. I don't see why they don't have a feature like that enabled. Oh yeah, and their phone selection is lacking severly.
Let's be honest, guys. T-Mobile isn't really outstanding in the phone department. Besides the ubiquitous SideKick, their inventory is completely lackluster (okay, the Shadow has some potential).
TMO, I used to love you guys, what happened?
JAmerican @ Nov 11th 2007 3:51AM
I agree. I personally felt like moving to Sprint for their Mogul. The Wing is just terrible. I didn't because I heard that when 3G is released, the Kaiser will go along with it. There is some evidence to back this up like the FCC listing showing the link to My T-Mobile US homepage, MyFaves, etc. I just hope its true because I really want that phone.
JAmerican
GoodWill8675 @ Nov 11th 2007 12:11AM
poor tmobs. that was the best thing it is at.
that and having the best handsets
Alan @ Nov 11th 2007 12:37AM
but still, essentially that means that "top honors" for customer satisfaction still is at a 72.6% satisfaction rating. That, in my opinion, is laughable.
Ashraf @ Nov 11th 2007 1:01AM
wow, you actually did the math!
cool, i guess?
Ultimatum88 @ Nov 11th 2007 1:34PM
Did the math? He took the 726 out of 1000 and added a decimal. Have you finished high school yet?
derX @ Nov 11th 2007 3:49PM
Ultimatum88, I still [+]'d your comment for your final line, but, "He took the 726 out of 1000 and added a decimal."
What the hell type of math is that?
zargon @ Nov 11th 2007 4:10PM
@derX
There is really nothing special about the math. Maybe it is just our way of thinking about it, but 726 divided by 1000 ("out of") is .726 and to convert it to a percentage you just "move the decimal place" by multipling it by 100.
Huether @ Nov 11th 2007 11:06PM
You might want to re-read the source article cited for the posting, Engadget. The JC Power survey was NOT for customer satisfaction as the post infers. It was specifically for the customer RETAIL experience. i.e. an interaction in a dealership. There is a huge difference, in my opinion, from a store experience verses calling into customer care or just service in general.
npChaos @ Nov 12th 2007 1:20AM
That makes perfect sense, I'm usually 27.5% unsatisfied with my T-mobile service.
badqat @ Nov 12th 2007 8:12AM
And is anyone shocked to see Sprint bringing up the rear?
Not me...a former Sprint customer.
riggs @ Nov 12th 2007 2:18PM
to quote Dave Chappelle:
"Dont be happy motherf@ckers, you won by default"
Wayne @ Nov 13th 2007 12:50PM
The engadget article seems misleading. This survey is for the *retail stores*, not the same as the spring survey (located at http://www.mobileburn.com/news.jsp?Id=3314 ) which was general customer satisfaction.
MobileBurn says this survey's four leading factors were:
* Sales staff
* Store display
* Store facility
* Price/promotion
Contrast that with the spring survey's six leading factors of, "all performance and reliability, brand image, cost of service, service plan options, billing, and customer service."
Personally, I spend almost no time in phone carrier's retail stores, since they usually cannot solve the problem I need. I'd weight the customer service of my carrier much higher than its store displays.