Study reveals wireless satisfaction among US consumers

Thursday, August 18, 2011

Based on responses from more than 9,100 wireless customers, the recent J.D. Power and Associates studies revealed that retail consumer satisfaction in the United States is based on the transaction type.

According to the research, web transactions received the lowest satisfaction score of 738 out of a possible 1,000 points. Telephone transactions received a score of 752, while retail/walk-in sales had a score of 753.

Customer satisfaction for the cost of service is lower than the other category. According to J.D. Power and Associates, phone purchases averaged a score of 626, while in-store and online purchases received scores of 652 and 653, respectively.

"Being able to provide a seamless experience across multiple sales channels is key for service carriers, particularly as devices and plans become more complex," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates.

With the greater availability of wireless applications, more small- and medium-sized businesses in the United States are adopting the technology. According to a study by the Business Journals and published by Portfolio.com, 71 percent of SMBs surveyed are adopting wireless technology to increase employee productivity outside of the office.