JD Power Wireless Customer Care Performance: T-Mobile and Verizontie for First, Cingular and Sprint tie for Last, Alltel in the middle

See
"http://www.jdpower.com/corporate/news/releases/pressrelease.asp?ID=2006122"

---

› See More: JD Power Wireless Customer Care Performance: T-Mobile and Verizontie for First, Cingular and Sprint tie for Last, Alltel in the middle

On Wed, 26 Jul 2006 20:49:14 -0700, SMS <[email protected]>
wrote in <[email protected]>:

>See
>"http://www.jdpower.com/corporate/news/releases/pressrelease.asp?ID=2006122"

Posting whatever you can find to bash Cingular. Surely you have better
things to do with your time. Or maybe you don't. And I guess you
assume nobody will take the time to follow the link.

Subhead of the report:

The Incidence of Wireless Users Contacting Their Carrier for Customer
Care Issues is at an All-Time High

The difference between Cingular and Sprint-Nextel versus Verizon and
T-Mobile is just 95 versus 104, a difference of only 9 percentage
points. The confidence level of the study isn't disclosed, so we don't
even know if this difference is significant or not.

--
Best regards, FAQ FOR CINGULAR WIRELESS:
John Navas <http://en.wikibooks.org/wiki/Cingular_Wireless_FAQ>

John, Do you own Cingular? You seem to be awfully defensive about them.
The report is what it is and it's from one of the most highly regarded
consumer research companies in the country. I found it interesting and
informative. The article doesn't bash anyone, but lays out the results
of a study from a highly reliable source. Chill a bit guy.


> On Wed, 26 Jul 2006 20:49:14 -0700, SMS <[email protected]>
> wrote in <[email protected]>:
>
>> See
>> "http://www.jdpower.com/corporate/news/releases/pressrelease.asp?ID=2006122"
>
> Posting whatever you can find to bash Cingular. Surely you have
> better things to do with your time. Or maybe you don't. And I guess
> you assume nobody will take the time to follow the link.
>
> Subhead of the report:
>
> The Incidence of Wireless Users Contacting Their Carrier for
> Customer Care Issues is at an All-Time High
>
> The difference between Cingular and Sprint-Nextel versus Verizon and
> T-Mobile is just 95 versus 104, a difference of only 9 percentage
> points. The confidence level of the study isn't disclosed, so we
> don't even know if this difference is significant or not.

On Thu, 27 Jul 2006 04:52:07 GMT, "BruceR" <[email protected]> wrote
in <[email protected]>:

>John, Do you own Cingular?

No.

>You seem to be awfully defensive about them.

I simply added material the OP had omitted.

>The report is what it is

Indeed.

>and it's from one of the most highly regarded
>consumer research companies in the country.

I'd call it well known.

>I found it interesting and
>informative.

Me too.

>The article doesn't bash anyone, but lays out the results
>of a study from a highly reliable source. Chill a bit guy.

You've picked the wrong target.

>> On Wed, 26 Jul 2006 20:49:14 -0700, SMS <[email protected]>
>> wrote in <[email protected]>:
>>
>>> See
>>> "http://www.jdpower.com/corporate/news/releases/pressrelease.asp?ID=2006122"
>>
>> Posting whatever you can find to bash Cingular. Surely you have
>> better things to do with your time. Or maybe you don't. And I guess
>> you assume nobody will take the time to follow the link.
>>
>> Subhead of the report:
>>
>> The Incidence of Wireless Users Contacting Their Carrier for
>> Customer Care Issues is at an All-Time High
>>
>> The difference between Cingular and Sprint-Nextel versus Verizon and
>> T-Mobile is just 95 versus 104, a difference of only 9 percentage
>> points. The confidence level of the study isn't disclosed, so we
>> don't even know if this difference is significant or not.

--
Best regards, FAQ FOR CINGULAR WIRELESS:
John Navas <http://en.wikibooks.org/wiki/Cingular_Wireless_FAQ>

In article <[email protected]>,
"BruceR" <[email protected]> wrote:

> John, Do you own Cingular? You seem to be awfully defensive about them.
> The report is what it is and it's from one of the most highly regarded
> consumer research companies in the country. I found it interesting and
> informative. The article doesn't bash anyone, but lays out the results
> of a study from a highly reliable source. Chill a bit guy.
>
>
> > On Wed, 26 Jul 2006 20:49:14 -0700, SMS <[email protected]>
> > wrote in <[email protected]>:
> >
> >> See
> >> "http://www.jdpower.com/corporate/news/releases/pressrelease.asp?ID=2006122
> >> "
> >
> > Posting whatever you can find to bash Cingular. Surely you have
> > better things to do with your time. Or maybe you don't. And I guess
> > you assume nobody will take the time to follow the link.
> >
> > Subhead of the report:
> >
> > The Incidence of Wireless Users Contacting Their Carrier for
> > Customer Care Issues is at an All-Time High
> >
> > The difference between Cingular and Sprint-Nextel versus Verizon and
> > T-Mobile is just 95 versus 104, a difference of only 9 percentage
> > points. The confidence level of the study isn't disclosed, so we
> > don't even know if this difference is significant or not.

Every year this excellent study tells you what the users really think.
Then the shills for the loser go to work trying to belittle it.

BruceR wrote:
> John, Do you own Cingular? You seem to be awfully defensive about them.
> The report is what it is and it's from one of the most highly regarded
> consumer research companies in the country. I found it interesting and
> informative. The article doesn't bash anyone, but lays out the results
> of a study from a highly reliable source. Chill a bit guy.

I posted the link to all the relevant newsgroups, because it is
relevant, and on-topic, and best of all, unlike many of Navas's
rantings, it actually conforms to the charters of the newsgroups (if the
group has one).

Jack Zwick wrote:

> Every year this excellent study tells you what the users really think.
> Then the shills for the loser go to work trying to belittle it.

Well, this happens with almost every study. Look at the Consumer Reports
annual wireless study, a study that everyone agrees is performed with a
sound methodology, and statistically huge sample which gives results
with a very, very small margin of error. To make it even more accurate,
they break down the survey by region, because carrier quality varies by
region.

Of course, each year after the survey is released, people like Navas go
beserk trying to belittle it. This year he complained that the survey
didn't take into account the Cingular subscribers that were still using
TDMA, even though it's a small percentage of subscribers using even a
smaller percentage of total minutes, and even though, if anything, the
TDMA users would have slightly boosted Cingular's ratings because
TDMA/AMPS had better coverage than GSM-only.

It's sad to see people that are so blinded by their loyalty to a
corporation that they can't honestly look at its performance, and admit
when there is a problem. G-d knows, I'm no fan of many of the stunts
that Verizon has pulled in the past few years, and I haven't hesitated
to criticize them for it.

In article <[email protected]>,
SMS <[email protected]> wrote:

> Jack Zwick wrote:
>
> > Every year this excellent study tells you what the users really think.
> > Then the shills for the loser go to work trying to belittle it.
>
> Well, this happens with almost every study. Look at the Consumer Reports
> annual wireless study, a study that everyone agrees is performed with a
> sound methodology, and statistically huge sample which gives results
> with a very, very small margin of error. To make it even more accurate,
> they break down the survey by region, because carrier quality varies by
> region.
>
> Of course, each year after the survey is released, people like Navas go
> beserk trying to belittle it. This year he complained that the survey
> didn't take into account the Cingular subscribers that were still using
> TDMA, even though it's a small percentage of subscribers using even a
> smaller percentage of total minutes, and even though, if anything, the
> TDMA users would have slightly boosted Cingular's ratings because
> TDMA/AMPS had better coverage than GSM-only.
>
> It's sad to see people that are so blinded by their loyalty to a
> corporation that they can't honestly look at its performance, and admit
> when there is a problem. G-d knows, I'm no fan of many of the stunts
> that Verizon has pulled in the past few years, and I haven't hesitated
> to criticize them for it.

Churn Rates - a monthly percentage of lost customers is an unbiased
self-reported reflection of the failings of any carrier. Yet the
apologists/shills make excuses for that too, in some cases falsely
calling the number a quarterly number.

I just can't understand why someone who is not be paid by a company to
perform some sort of PR function would go to such (or any) lengths to
defend them. Navas must either be paid by Cingular or a "Cingular
Groupie" to care so much about the results of professionally run
studies.

> Jack Zwick wrote:
>
>> Every year this excellent study tells you what the users really
>> think. Then the shills for the loser go to work trying to belittle
>> it.
>
> Well, this happens with almost every study. Look at the Consumer
> Reports annual wireless study, a study that everyone agrees is
> performed with a sound methodology, and statistically huge sample
> which gives results with a very, very small margin of error. To make
> it even more accurate, they break down the survey by region, because
> carrier quality varies by region.
>
> Of course, each year after the survey is released, people like Navas
> go beserk trying to belittle it. This year he complained that the
> survey didn't take into account the Cingular subscribers that were
> still using TDMA, even though it's a small percentage of subscribers
> using even a smaller percentage of total minutes, and even though, if
> anything, the TDMA users would have slightly boosted Cingular's
> ratings because TDMA/AMPS had better coverage than GSM-only.
>
> It's sad to see people that are so blinded by their loyalty to a
> corporation that they can't honestly look at its performance, and
> admit when there is a problem. G-d knows, I'm no fan of many of the
> stunts that Verizon has pulled in the past few years, and I haven't
> hesitated to criticize them for it.

Jack Zwick wrote:

> Churn Rates - a monthly percentage of lost customers is an unbiased
> self-reported reflection of the failings of any carrier. Yet the
> apologists/shills make excuses for that too, in some cases falsely
> calling the number a quarterly number.

I was actually amazed when I learned that the churn rate was a monthly
number (well actually an average of each of the quarter's three months).
Even at Verizon's 1.2% rate, that's still losing 14.4% of your customers
every year, and Verizon at 1.7% is losing 20.4% of it's customers every
year. Cingular consistently has more gross additions than any carrier,
but their churn is so high, even at the improved 1.7%, that they keep
losing market share.

BruceR wrote:
> I just can't understand why someone who is not be paid by a company to
> perform some sort of PR function would go to such (or any) lengths to
> defend them. Navas must either be paid by Cingular or a "Cingular
> Groupie" to care so much about the results of professionally run
> studies.

There are corporate groupies in many different product groups. I've seen
them in automotive groups, cycling groups, and camera groups. Anytime
any study, any financial results, or any reviews come out that portray
the product that they chose, they view it as a personal affront that
casts doubt on their buying decision. They'll come up with all sorts of
rationalizations and excuses to try to discredit whatever negative
information has been released.

You don't see a lot of it on the wireless groups, you basically have
Navas for Cingular, and that's it. Most people are not so insecure that
they can't admit that every company has its faults. Personally I'm
carrier agnostic. I chose Verizon because in my area, they have the best
coverage by far, and this is not only my personal experience, but the
conclusion of all the independent studies. OTOH, I know many people that
chose Cingular, knowing full well that the local coverage was inferior,
but they wanted to use a single handset in the U.S., Europe, and (most
of) Asia. It's rather amusing to hear them complain that their phone
works great in Beijing, but not in Santa Clara! I'd say that about 5% of
my monthly minutes come from letting people use my Verizon phone, in
places that their Cingular phone has no coverage.

Oops, should have been:

Anytime any study, any financial results, or any reviews come out that
portray the product that they chose in a negative light, they view it as
a personal affront that casts doubt on their buying decision.

In alt.cellular.sprintpcs SMS <[email protected]> wrote:
>
> I was actually amazed when I learned that the churn rate was a monthly
> number (well actually an average of each of the quarter's three months).
> Even at Verizon's 1.2% rate, that's still losing 14.4% of your customers
> every year, and Verizon at 1.7% is losing 20.4% of it's customers every
> year. Cingular consistently has more gross additions than any carrier,
> but their churn is so high, even at the improved 1.7%, that they keep
> losing market share.

That's not what it means. The numbers are not cumulative. If a person
becomes a Verizon customer in July and ceases being a customer in August
[opted not to keep service within the trial period], then they will be a churn
statistic. Thus, each month were there are new adds that leave will result in
non-cumulative churn. In short, 95% of the customers can remain customer and
the other 5% can be that non-cumulative churn of new adds not staying. Also,
it would be useful to note how many phones drop off of family plans and turn
into new plans (i.e. a teenager moves their phone off of the family plan and
gets their own plan). This also would qualify as churn but is really
non-cumulative (and in fact, it is a positive thing).

--
Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

In alt.cellular.sprintpcs BruceR <[email protected]> wrote:
> I just can't understand why someone who is not be paid by a company to
> perform some sort of PR function would go to such (or any) lengths to
> defend them. Navas must either be paid by Cingular or a "Cingular
> Groupie" to care so much about the results of professionally run
> studies.

Or maybe he just feels the need to justify his choice of providers [probably
the most common reason anybody defends a cellular company]. Or perhaps ...
none of the above.

--
Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

I always thought JD Powers did enough surveys so that everyone ended up
being number 1 at something. I wonder what they charge companies to mention
their surveys in their advertising.