Friday, October 11, 2019

Wireless Carriers Reach Record High Satisfaction with Large Enterprise Customers but Miss the Mark with Very Small Business Customers, J.D. Power Finds - Yahoo Finance

Wireless Carriers Reach Record High Satisfaction with Large Enterprise Customers but Miss the Mark with Very Small Business Customers, J.D. Power Finds - Yahoo Finance


Wireless Carriers Reach Record High Satisfaction with Large Enterprise Customers but Miss the Mark with Very Small Business Customers, J.D. Power Finds - Yahoo Finance

Posted: 10 Oct 2019 05:00 AM PDT

T-Mobile Ranks Highest in All Three Segments for Third Consecutive Year

COSTA MESA, Calif., Oct. 10, 2019 /PRNewswire/ -- Telecom companies continue to have a difficult time getting the very small business customer service satisfaction formula right, even as they drive significant improvement among large business customers. It's a trend that J.D. Power first noted in its 2019 U.S. Business Wireline Study, released this past July, and it continues in the J.D. Power 2019 U.S. Business Wireless Satisfaction StudySM, released today.

2019 U.S. Business Wireless Satisfaction Study
2019 U.S. Business Wireless Satisfaction Study

"The growing gap in customer service satisfaction between large enterprise customers and very small business customers is a missed opportunity for wireless carriers," said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power. "The small business customer segment presents unique challenges because these companies are more reliant on their wireless carriers to solve tech issues and are disproportionally affected when problems arise. In fact, negative customer service contacts take a far greater toll on the satisfaction of very small business customers than on large enterprise customers. Carriers that get the small business formula right will see significant improvements in retention and advocacy."

Following are some of the key findings of the 2019 study:

  • Satisfaction gap between large and small business customer satisfaction: The overall customer satisfaction score for large enterprise wireless customers is 842 (on a 1,000-point scale), an increase of 29 points from 2017. Meanwhile, the overall satisfaction score for small/medium businesses is 817, down 14 points from 2018, and the score for very small businesses is 788, up 13 points from a year ago.

  • Customer service is problem area for very small businesses: Satisfaction with the wireless carrier customer service function has increased 47 points during the past three years among enterprise customers, reaching a high of 868 in this year's study. During that same period, very small business satisfaction with customer service is up just 9 points to 770, representing a gap of 98 points.

  • Analyzing very small business customer experience: Very small businesses are far less likely to receive dedicated customer service from their carrier and, as a result, they experience significantly higher rates of transfers (51% vs. 33% for large enterprise customers); higher rates of difficulty understanding customer service representatives (21% vs. 11% for large enterprise customers); and wait on hold for customer service an average of 1.86 minutes longer than large enterprise customers.

Study Rankings

Large Enterprise
T-Mobile (868) ranks highest in the large enterprise segment for a third consecutive year. AT&T (849) ranks second and Verizon Wireless (836) ranks third.

Small/Medium Business
T-Mobile (844) ranks highest in the small/medium business segment for a third consecutive year. Sprint (830) ranks second and Verizon Wireless (819) ranks third.

Very Small Business
T-Mobile (843) ranks highest in the very small business segment for the third consecutive year. Verizon Wireless (807) ranks second and AT&T (762) ranks third.

The 2019 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors: performance and reliability; customer service; sales representatives and account executive; billing; cost of service; and offerings and promotions. Overall satisfaction is measured among three key segments: large enterprise (500 or more employees); small/midsize (20-499 employees); very small business (1-19 employees).

The study is based on responses from 2,797 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in July-August 2019.

For more information about the U.S. Business Wireless Satisfaction Study visit
https://www.jdpower.com/business/resource/us-business-wireless-customer-satisfaction-study
.

See the online press release at http://www.jdpower.com/pr-id/2019188.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.

Media Relations Contacts
Geno Effler, J.D. Power; Costa Mesa, Calif.; 714-621-6224; media.relations@jdpa.com
John Roderick; St. James, N.Y.; 631-584-2200; john@jroderick.com

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

2019 U.S. Business Wireless Satisfaction Study
2019 U.S. Business Wireless Satisfaction Study
2019 U.S. Business Wireless Satisfaction Study
2019 U.S. Business Wireless Satisfaction Study
J.D. Power corporate logo. (PRNewsFoto/J.D. Power) (PRNewsFoto/) (PRNewsfoto/J.D. Power)
J.D. Power corporate logo. (PRNewsFoto/J.D. Power) (PRNewsFoto/) (PRNewsfoto/J.D. Power)
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T-Mobile comes out on top in J.D. Power U.S. Business Wireless Satisfaction Study for third straight year - TmoNews

Posted: 10 Oct 2019 07:23 AM PDT

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T-Mobile has come out on top in J.D. Power's business wireless ranks once again.

J.D. Power today announced the results of its 2019 U.S. Business Wireless Satisfaction Study, and T-Mobile has come out on top for the third straight year. The study measures satisfaction across six factors: performance and reliability, customer service, sales representative and account executive, billing, cost of service, and offerings and promotion. It's based on responses from 2,797 business decision-makers that were fielded between July-August 2019.

tmobile-jd-power-2019-business-wireless

T-Mo actually came out on top in all three categories measured by J.D. Power. The Large Enterprise segment includes businesses with 500 or more employees, and T-Mobile 868 points out of 1,000 here while AT&T got 849, Verizon put up 836, and Sprint finshed with 808.

The Small/Medium Business category includes businesses with 20-499 employees, and T-Mobile got a score of 844 here while Sprint got 830, Verizon scored 819, and AT&T got 810 points. Finally, the Very Small Business segment includes businesses with 1-19 employees, and here T-Mobile scored 843 points, Verizon got 807 points, AT&T earned 762 points, and Sprint rounded things out with 759 points.

Here's what T-Mobile CEO John Legere had to say about today's news:

"Four years ago, we took a leap of faith and made a bet that business customers want simplicity, transparency and a fair value. Three straight J.D. Power wins later, and it's clear that we were right! Business customers continue to shake up the status quo with us, and they are happy about it! When you put customers first — it shows! With our incredible network performance, reliability and award-winning customer care, we won't stop making our customers the most satisfied in wireless."

Source: J.D. Power

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