Wow, another JD Powers study

Well, if they keep on surveying the same people, it's no surprise the same carriers continue to top the surveys.

 

Let me guess....This is another rigged or paid off survey right??

 

No, what bobolito is saying is that they keep giving the same people these surveys, so the results will almost always be the same.
I do this survey twice a year & have for the last couple, they need to mix it up some & get newer opinions or make it open to more participants.

I would like to see the actual report.

 

*yawn* Still waiting for them to ask me what I think...

 

I have also never known anyone that has participated in that survey.

 

You know, not matter how good your network is scientifically, its the customer's perception of your network that counts. You could have a customer that never has a problem, except when at a certain intersection their call always drops. They might think the network isn't good - and it probably isn't for that one customer.

-Jay

 

Well if these studies are primarily based on old customer perceptions than I don't think they're even worth doing.

 

Think about it like this. Let's take phones and networks out of the picture. Say I was doing a survey of laundry detergent. If I surveyed you and you said Tide was the best, it really doesn't matter that in scientific tests Cheer or Purex was better at removing grease or ground in soil. You like Tide, and probably won't change unless you have to. That's just how the public is.

-Jay

 

Very good point, Jay! I like the laundry detergent example.

 

Well, I am a drycleaner... Its just the first thing that came to mind.

 

Agreed....and that's why they shouldn't be surveying the same people all over again. It just defeats the purpose. Otherwise the carrier with the better marketing is the one that will always be on top. It is known that T-Mobile and Verizon have the best commercials. Marketing plays a big role in customer perception.

 

Come on now. I think that most here would agree that Alltel has the coolest commercials.

 

I was actually just going to say that.
http://video.google.com/videoplay?docid=-252898584571797444&q=alltel+bowling

 

Like I have said, I am suprised I keep being choosen to do this survey myself, but hey if I am accepted I might as well go with it.

As for the survey, the do ask a lot of different questions & it does last about 15-20 minutes online, they ask about CS, when you last called, for what reason, was it solved the 1st call ect... and it is similar with other questions such as network, echo's, dropped calls, blocked calls ect...
They also ask which phone your using and how often you upgrade and if you plan on leaving your provider, do you check other providers via the store, online, resellers.

It is a pretty extensive question survey, but I do agree that they should try another method, maybe getting customers agreements at sign up or renewals to take the J D Power survey in 6 months and give people a choice of by phone, email or regular mail.

You do now.

 

Well, that's true for the markets where those commercials are seen. Alltel is not in the most important (largest) US markets so those commercials aren't even known to most people in the US. Heck, they've probably never heard of Alltel.

 

You may not think it's important, but customer perception is what drives people to or away from a service.

 

Maybe so, but then that means either JD Power is lying in their surveys or the carriers are lying in their quarterly numbers. Why is it that Cingular and Verizon have been posting the best numbers quarter after quarter, yet these "customer perception" surveys say that Verizon and T-Mobile are perceived as the best? Why isn't T-Mobile posting better numbers or has a lower churn if they are always tops in customer perception? Someone is lying.

 

But yet T-Mobile is usually near or at the bottom when it comes to churn. So that doesn't quite add up.

 

IMHO, "churn" is the most accurate "survey." Churn measures people voting with their feet (or, should I say "wallets.")

 

I could not agree more.

Who knows? Maybe T-mobile is quietly sponsoring these surveys to their good customers. That guarantees they have more of the respondents they want.

 

Or maybe AT&T sends you a monthly check to support them!

 

Try again. I don't support any carrier.

 

Not judging by your past posts and who you currently use as a carrier.

 

Just because he has CIngular service doesn't mean he supports them (aside from monthly service charges). He has personal experience that he is able to share, that he may not have for other carriers such as Alltel for example. Then there's people like my mom, that are totally clueless. She has a phone, because I bought her one. I picked the phone out, and I pay the bill. She has no idea how much that phone costs on a monthly basis, and if it didn't say Cingular on it she probably wouldn't know what her service provider is. All she knows is she has a phone that works. Don't bust on him because he shares what he knows.

-Jay

 

If commercials were to have anything to do with it then Cingular should have won hands down with their past Christmas Go Phone commercial where Santa tells the kid "you'll run the bill up kid" and then pushes him down the slide. :lmao: This one was far better than any Verizon or TMobile commercial that I can recall.

 

I wish they did for me, then I wouldn't have to complain about the monthly fee I pay. :biggrin: bobolito just post's what he knows as for which carrier works around here and I have to agree with him that Cingular has very good coverage here in the NJ/NYC area and it is one of the reason's I would find it hard to leave for another carrier.

I still say it all depends on which area you are in as to which carrier seems to work better for people.
I notice Sprint & T-Mobile seem to be better on the west coast vs the east coast where Cingular & Verizon are better.

I can see Sprint coming up in this area by the usage of my ic502, heck I was at Sandy Hook Sunday and the phone did hang onto a signal for most of the island, then I lost total service by the North beach until I got closer to the point & must have been picking up signals from Brooklyn & Staten Island.

I didn't have a problem with my Cingular phone & am sure if the ic502 had 850CDMA ability I would have picked up a Verizon signal. I did notice I had No iDEN service almost the entire island.