J.D. Power : Overall Customer Satisfaction is Declining

[Ironwalt]

Press Release Source: J.D. Power and Associates


J.D. Power and Associates Reports: Overall Customer Satisfaction With the Wireless Retail Sales Experience Is : Overall Customer Satisfaction With the Wireless Retail Sales Experience Is Declining, Primarily Driven by Displeasure With the Sales Staff
Thursday October 25, 9:00 am ET
Verizon Wireless Ranks Highest in Wireless Retail Sales Satisfaction


WESTLAKE VILLAGE, Calif., Oct. 25 /PRNewswire/ -- Overall customer satisfaction with the wireless retail sales experience has steadily decreased since 2006, driven in large part by dissatisfaction with salespeople, according to the J.D. Power and Associates 2007 Wireless Retail Sales Satisfaction Study(SM)-Volume 2 released today.

Now in its fourth year, the semi-annual study analyzes evaluations from customers who recently had a wireless retail sales purchase experience. Overall customer satisfaction with major wireless carrier-branded stores is based on four factors. In order of importance, they are: sales staff (51%); store display (17%); store facility (16%); and price/promotion (16%).

The study finds that overall satisfaction with the wireless retail sales experience has declined to 709 points on a 1,000-point scale-down 7 points since the last reporting period (Volume 1 released in May 2007) and down 12 points from a year ago.

"Since the study's inception, overall wireless performance has generally trended downward based on a number of industry changes, such as the increase in new products and services, and the expansion of competitive retail sale channels," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "These forces have made it difficult for carriers to meet customer expectations as wireless service gains mass appeal."

In addition, all four factors driving overall satisfaction experience a decline, with the most notable drop in the sales staff factor.

"At the industry level, big-box retailers also have a fairly large hand in the overall decline, as customers visiting these outlets report particularly low satisfaction levels with the sales process," said Parsons. "The information and expertise that the sales staff provides is key in distinguishing wireless carriers that meet and exceed customer expectations from those that do not. Also, as providers match each other on price, retail outlets that provide the necessary product information and take the time to explain all the service options available will generate significantly higher satisfaction scores and, more importantly, increase the likelihood of repeat purchases."

Verizon Wireless ranks highest in customer satisfaction among major wireless carrier-owned retail stores, performing particularly well in store facility, store display and price/promotion. T-Mobile closely follows Verizon Wireless in the rankings.

When it comes to loyalty, customers who say they are "delighted" with the sales process are more than seven times more likely to visit the same retail store again for future purchases, compared with customers who are not as pleased. Additionally, the likelihood of recommending a store to friends and neighbors is nine times higher among delighted customers compared with those who have low satisfaction. Enhancing customer satisfaction and increasing loyalty levels can translate into significant additional revenue for wireless carriers.

The study also finds the following key retail wireless sales transaction patterns:


-- The average wireless retail sales transaction takes approximately
1 hour to complete from the time the customer enters the store to the
time the final paperwork is finished and the cell phone is received.
This is an increase of nearly 4 minutes from the last reporting period.
-- Among customers who visited a retail store in the past six months, more
than 60 percent did so to purchase a new cell phone, while 62 percent
upgraded or replaced an existing phone. Additionally, 15 percent of
customers visited the wireless retail store for the first time.
-- Retail satisfaction is 18 percent lower among customers who report they
were pressured during the sales process. The average overall
satisfaction rating among customers who report experiencing no sales
pressure is 736 on a 1,000-point scale, compared with just 607 among
those who say they were pressured.


Volume 2 of the 2007 Wireless Retail Sales Satisfaction Study is based on experiences reported by 6,311 wireless customers who completed a retail sales transaction within the past six months. The results are from the two most recent reporting waves, which were conducted in April and July 2007. Visit JDPower.com to view customer satisfaction ratings for wireless service and carrier performance, call quality, customer care, retail sales and mobile phone handsets.


Overall Retail Sales Index Rankings
(Based on a 1,000-point scale)

Verizon Wireless 726
T-Mobile 725
Industry Average 709
AT&T 708
Alltel 695
Sprint Nextel 679


About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies:

Founded in 1888, The McGraw-Hill Companies (NYSE: MHP - News) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3 billion. Additional information is available at Home - The McGraw-Hill Companies.


J.D. Power and Associates Media Contacts:
John Tews Syvetril Perryman
Troy, Mich. Westlake Village, Calif.
(248) 312-4119 (805) 418-8103
john.tews@jdpa.com syvetril.perryman@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. J.D. Power and Associates




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Source: J.D. Power and Associates

[shorenix]

Given my recent experiences with Sprint I'm surprised their customer satisfaction score is above 500. They are the most disorganized, inefficient company I have ever worked with. Case in point it took Sprint 10 days and about six hours of my time on line to port my phone number over from Verizon. It finally took an intervention from a Verizon customer care representative to get it done. For the second month in a row I have received three bills, one telling me not to send a payment because I have a credit of $56.00, one with a balance of $135.00 and a $25.00 "good customer" credit and another threatening to cut off my service because my bill is past due. This is now the third time I have called Sprint Customer Care (alleged) to get an explanation which of course varies from rep to rep. The general excuse is that they are transitioning to a new accounting system and my payments are going to the new system and my bill is in the old system. Haven't they ever heard of beta testing? This is like testing a potential cure on the patient to see if they die. I'm going to file a complaint against them with the State of California and the Better Business Bureau - I have no illusions that this will have any impact but they will be forced to respond which will cost them time and money. Interesting aside, the V.P. of Customer Care used to have his email address on their website - it's not on there anymore.................somehow I think he was getting too many dissatisfied customers contacting him.