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  1. #1
    Dave C.
    Guest
    Last time CR did a cell phone story, Nextel was rated high for customer
    satisfaction, right below Verizon. In the latest CR report, Nextel is rated
    DEAD LAST for customer satisfaction. They went on to explain that "lack of
    service" was a major problem for Nextel in all major cities surveyed.
    (duh!)

    I'm glad (and surprised) to see that CR finally published some accurate
    information on nextel.

    Cingular didn't rate very well, but at least they beat Nextel. And
    considering the turmoil in cingular at the moment, I gues that's not too
    bad. -Dave





    See More: Consumer Reports finally got it right.




  2. #2
    Scott Stephenson
    Guest

    Re: Consumer Reports finally got it right.


    "Dave C." <[email protected]> wrote in message
    news:[email protected]...
    > Last time CR did a cell phone story, Nextel was rated high for customer
    > satisfaction, right below Verizon. In the latest CR report, Nextel is

    rated
    > DEAD LAST for customer satisfaction. They went on to explain that "lack

    of
    > service" was a major problem for Nextel in all major cities surveyed.
    > (duh!)
    >
    > I'm glad (and surprised) to see that CR finally published some accurate
    > information on nextel.
    >


    Yeah- the fact that they have the lowest churn and highest revenue per
    subscriber is an anomoly. Consumer Reports has once again shown that it has
    a firm grasp on anything electronic. But wait a minute- isn't this the
    survey that they invite their subscribers to take? Or is this the one that
    is only made up of only their subscribers? Seems like they eliminate a lot
    of potential respondents this way. In fact, it seems that they eliminate
    about 99% of the potential respondents. Maybe that's why the majority of
    their 'surveys' are way off base, particularly with anything electronic.

    They all suck, which is something that is always lost when one of these
    surveys come out. It does no good to be the one that sucks the least. And
    as for Nextel- they do have the lowest churn and highest revenue per
    subscriber, and have had those for quite some time (more than your typical
    contract cycle). How does this reconcile with the precious CR survey?





  3. #3

    Re: Consumer Reports finally got it right.

    > But wait a minute- isn't this the
    >survey that they invite their subscribers to take? Or is this the one that
    >is only made up of only their subscribers? Seems like they eliminate a lot
    >of potential respondents this way. In fact, it seems that they eliminate
    >about 99% of the potential respondents.

    You would prefer then that they take a worldwide survey, probably
    showing the best provider to be NTT or some other provider that's
    unavailable to their subscribers? Seems to me if they want to find out
    what their subscribers are likely to like, there's nobody better to poll
    than their subscribers.



  4. #4
    Scott Stephenson
    Guest

    Re: Consumer Reports finally got it right.


    <[email protected]> wrote in message news:[email protected]...

    > Seems to me if they want to find out
    > what their subscribers are likely to like, there's nobody better to poll
    > than their subscribers.


    And if they presented the survey as such, it would be fine. It is instead
    marketed as the voice of the cellular subscriber. I would guarantee that
    limiting themselves to their subscriber base does not give an accurate
    portrayal of the national subscriber base. How many housewives, teenagers,
    college students, low income, low skill and uneducated subscribers do you
    think CS has? Now how many housewives, teenagers, college students, low
    income, low skill and uneducated subscribers do you think the wireless
    carriers have? By limiting themselves to a sample that contains a
    disproportionately low sample of the above groups (among others), they do
    not accurately reflect the voice of the cellular subscriber.





  5. #5
    Shaolin Superfly
    Guest

    Re: Consumer Reports finally got it right.


    "Scott Stephenson" <[email protected]> wrote in message
    news:[email protected]...
    >
    > <[email protected]> wrote in message

    news:[email protected]...
    >
    > > Seems to me if they want to find out
    > > what their subscribers are likely to like, there's nobody better to poll
    > > than their subscribers.

    >
    > And if they presented the survey as such, it would be fine. It is instead
    > marketed as the voice of the cellular subscriber. I would guarantee that
    > limiting themselves to their subscriber base does not give an accurate
    > portrayal of the national subscriber base. How many housewives,

    teenagers,
    > college students, low income, low skill and uneducated subscribers do you
    > think CS has? Now how many housewives, teenagers, college students, low
    > income, low skill and uneducated subscribers do you think the wireless
    > carriers have? By limiting themselves to a sample that contains a
    > disproportionately low sample of the above groups (among others), they do
    > not accurately reflect the voice of the cellular subscriber.



    I read somewhere, can't remember where but I'll find it, that over 70% of
    CR's subscriber were over 60 years of age.

    I can tell you from experience that is far from the majority of wireless
    subscribers.

    --
    SS





  6. #6
    Tropical Haven
    Guest

    Re: Consumer Reports finally got it right.



    Dave C. wrote:
    > Last time CR did a cell phone story, Nextel was rated high for customer
    > satisfaction, right below Verizon. In the latest CR report, Nextel is rated
    > DEAD LAST for customer satisfaction. They went on to explain that "lack of
    > service" was a major problem for Nextel in all major cities surveyed.
    > (duh!)
    >
    > I'm glad (and surprised) to see that CR finally published some accurate
    > information on nextel.
    >
    > Cingular didn't rate very well, but at least they beat Nextel. And
    > considering the turmoil in cingular at the moment, I gues that's not too
    > bad. -Dave


    I haven't seen the report, but if I remember correctly from a couple of
    years ago, the ratings were all very close.

    For example, on Company A gets 89 out of 100, Company B and Company D
    get 88, and Compay C gets 87. Bases on the "Company A is best and
    Company C is worst" idea, Company A is soooooooooo much better than
    Company C, but in reality, it barely tops out. Of course, if all
    national carriers had rating bases on ALL areas, I'm sure they would all
    rate very poorly.

    TH




  7. #7
    Scott Stephenson
    Guest

    Re: Consumer Reports finally got it right.


    "Shaolin Superfly" <[email protected]> wrote in message
    news:[email protected]...
    >
    > "Scott Stephenson" <[email protected]> wrote in message
    > news:[email protected]...
    > >
    > > <[email protected]> wrote in message

    > news:[email protected]...
    > >
    > > > Seems to me if they want to find out
    > > > what their subscribers are likely to like, there's nobody better to

    poll
    > > > than their subscribers.

    > >
    > > And if they presented the survey as such, it would be fine. It is

    instead
    > > marketed as the voice of the cellular subscriber. I would guarantee

    that
    > > limiting themselves to their subscriber base does not give an accurate
    > > portrayal of the national subscriber base. How many housewives,

    > teenagers,
    > > college students, low income, low skill and uneducated subscribers do

    you
    > > think CS has? Now how many housewives, teenagers, college students, low
    > > income, low skill and uneducated subscribers do you think the wireless
    > > carriers have? By limiting themselves to a sample that contains a
    > > disproportionately low sample of the above groups (among others), they

    do
    > > not accurately reflect the voice of the cellular subscriber.

    >
    >
    > I read somewhere, can't remember where but I'll find it, that over 70% of
    > CR's subscriber were over 60 years of age.
    >
    > I can tell you from experience that is far from the majority of wireless
    > subscribers.
    >


    Got that right- wonder how many truckers were included in the survey?





  8. #8

    Re: Consumer Reports finally got it right.

    >> I read somewhere, can't remember where but I'll find it, that over 70% of
    >> CR's subscriber were over 60 years of age.

    So all this time I've gotten things like kid's car seat, new
    refrigerator, and car recommendations, and computer repair histories, from
    a magazine targetted to seniors. Surprising interests, those seniors.
    But I'm sure the OP will indeed supply documentation for his claim.

    >> I can tell you from experience that is far from the majority of wireless
    >> subscribers.

    The majority of wireless subscribers don't speak English, either.

    >Got that right- wonder how many truckers were included in the survey?

    I'm sure truckers have somewhat different cell phone needs than many of
    the rest of us, and hopefully trucker magazines have done a survey to find
    out truckers' preferences in providers.

    OTOH, I gather it's Cingular's official position that the CR survey,
    showing them even less loved than some other providers, is fatally flawed.
    So perhaps that should be the party line in alt.cellular.cingular ...
    "Cingular is the best! Cingular is the best! Cingular is the best!"
    Sheesh.



  9. #9
    Scott Stephenson
    Guest

    Re: Consumer Reports finally got it right.


    <[email protected]> wrote in message news:[email protected]...
    > >> I read somewhere, can't remember where but I'll find it, that over 70%

    of
    > >> CR's subscriber were over 60 years of age.

    > So all this time I've gotten things like kid's car seat, new
    > refrigerator, and car recommendations, and computer repair histories, from
    > a magazine targetted to seniors. Surprising interests, those seniors.
    > But I'm sure the OP will indeed supply documentation for his claim.
    >
    > >> I can tell you from experience that is far from the majority of

    wireless
    > >> subscribers.

    > The majority of wireless subscribers don't speak English, either.
    >
    > >Got that right- wonder how many truckers were included in the survey?

    > I'm sure truckers have somewhat different cell phone needs than many of
    > the rest of us, and hopefully trucker magazines have done a survey to find
    > out truckers' preferences in providers.


    As expected, you missed the point. The CS survey has been marketed as the
    opinion of cellular users, not their subscribers. And due to the
    demographics of their subscriber base, I simply pointed out that it is not a
    complete sample of all cellular users.

    >
    > OTOH, I gather it's Cingular's official position that the CR survey,
    > showing them even less loved than some other providers, is fatally flawed.
    > So perhaps that should be the party line in alt.cellular.cingular ...
    > "Cingular is the best! Cingular is the best! Cingular is the best!"
    > Sheesh.


    I wouldn't know what the Cingular position is- I have absolutely no
    connection to them. It amazes me that anyone who does not speak ill of a
    company MUST be an employee in the eyes of those who think otherwise. Seems
    like a very narrow-minded approach. And could you please point out where I
    singled out the results of any particular provider? I'll help you- I
    didn't. I simply pointed out the shortcomings of a survey ACROSS THE BOARD.





  10. #10
    John Navas
    Guest

    Re: Consumer Reports finally got it right.

    [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]

    In <[email protected]> on Wed, 05 Jan 2005 23:11:49 -0600,
    [email protected] wrote:

    > OTOH, I gather it's Cingular's official position that the CR survey,
    >showing them even less loved than some other providers, is fatally flawed.


    Really? On what basis do you make that claim?

    --
    Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    John Navas <http://navasgrp.home.att.net/#Cingular>



  11. #11

    Re: Consumer Reports finally got it right.

    >> OTOH, I gather it's Cingular's official position that the CR survey,
    >>showing them even less loved than some other providers, is fatally flawed.

    >
    >Really? On what basis do you make that claim?


    :Frank Merriman, Dallas-based spokesman for the largest U.S. wireless
    :company, Cingular, said the survey appears "profoundly flawed" since it
    :represents only respondents from Consumer Reports' own Internet site,
    :rather than the general population of cell-phone users.

    at http://www.jsonline.com/bym/news/jan05/290088.asp



  12. #12
    Scott Stephenson
    Guest

    Re: Consumer Reports finally got it right.


    <[email protected]> wrote in message news:[email protected]...
    > >> OTOH, I gather it's Cingular's official position that the CR survey,
    > >>showing them even less loved than some other providers, is fatally

    flawed.
    > >
    > >Really? On what basis do you make that claim?

    >
    > :Frank Merriman, Dallas-based spokesman for the largest U.S. wireless
    > :company, Cingular, said the survey appears "profoundly flawed" since it
    > :represents only respondents from Consumer Reports' own Internet site,
    > :rather than the general population of cell-phone users.
    >
    > at http://www.jsonline.com/bym/news/jan05/290088.asp


    Nextel released the same kind of statement, only they complained because
    they did not qualify for the survey due to the small number of responses.
    It seems that many of the A/P and Purchasing departments at the businesses
    they supply don't subscribe to CS. I find it interesting that the fifth
    largest carrier, with over 15 million subscribers, could not be included in
    many parts of a national survey due to a lack of sample. That would
    indicate that they had far less than an ideal sample, and that the
    demographics of the survey were probably not in line with the industry.





  13. #13
    J Haggerty
    Guest

    Re: Consumer Reports finally got it right.

    Scott Stephenson wrote:


    > As expected, you missed the point. The CS survey has been marketed as the
    > opinion of cellular users, not their subscribers. And due to the
    > demographics of their subscriber base, I simply pointed out that it is not a
    > complete sample of all cellular users.


    Why do you say it's "been marketed as the opinion of cellular users, not
    their subscribers"?
    If you read the report, it says clearly "Our ratings can help. They are
    based on the experiences of more than 39,000 subscribers to Consumers
    Reports.org in 17 metro areas"
    That sure sounds to me that they are saying that it's their subscribers
    doing the reporting. Sure it's not a sample of all cellular users, but
    they identify who they surveyed, and can you show me any survey that did
    include all cellular users?

    JPH



  14. #14
    John Navas
    Guest

    Re: Consumer Reports finally got it right.

    [POSTED TO alt.cellular.cingular - REPLY ON USENET PLEASE]

    In <AVnDd.4683$2_4.3095@okepread06> on Thu, 06 Jan 2005 22:07:01 -0600, J
    Haggerty <[email protected]> wrote:

    >Scott Stephenson wrote:
    >
    >
    >> As expected, you missed the point. The CS survey has been marketed as the
    >> opinion of cellular users, not their subscribers. And due to the
    >> demographics of their subscriber base, I simply pointed out that it is not a
    >> complete sample of all cellular users.

    >
    >Why do you say it's "been marketed as the opinion of cellular users, not
    >their subscribers"?
    >If you read the report, it says clearly "Our ratings can help. They are
    >based on the experiences of more than 39,000 subscribers to Consumers
    >Reports.org in 17 metro areas"
    >That sure sounds to me that they are saying that it's their subscribers
    >doing the reporting. Sure it's not a sample of all cellular users, but
    >they identify who they surveyed, and can you show me any survey that did
    >include all cellular users?


    JD Powers does a more random sample.

    --
    Best regards, HELP FOR CINGULAR GSM & SONY ERICSSON PHONES:
    John Navas <http://navasgrp.home.att.net/#Cingular>



  15. #15
    John S.
    Guest

    Re: Consumer Reports finally got it right.

    >Cingular didn't rate very well, but at least they beat Nextel. And
    >considering the turmoil in cingular at the moment, I gues that's not too
    >bad.


    What turmoil?

    NEXTEL is an SMR and they shouldn't be considered in a survey of Cellular and
    PCS companies.

    --
    John S.
    e-mail responses to - john at kiana dot net



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