Wireless Customer Satisfaction Study: Unlimited Data Users Report Fewer Problems

Wireless customers are relatively pleased with the quality of their networks and their legacy wireless devices, according to a new wireless customer satisfaction study from J.D. Power. The research firm says that quality may not have actually improved, but customer perception of quality has due...Learn More

Consumer Research on Smart Home Installation: Over 33% Struggle

More than one-third of U.S. adults have problems setting up or operating connected devices, according to research from iQor, a managed service provider focused on customer support. The survey says that consumers take more than eight steps to resolve technical problems or issues concerning their...Learn More

Mobile Churn Research: One Third of Subscribers Have Made No Plan Changes in Over Two Years

Most mobile users are staying with their legacy providers despite untold marketing dollars carriers spend trying to convince consumers to switch, according to new mobile churn research from Parks Associates. The research firm finds that only 14% of U.S. mobile subscribers switched providers as the...Learn More

U.S. Cellular and Nokia Team Up to Improve the Network Experience for Customers

January 03, 2018 — CHICAGO–(BUSINESS WIRE)–U.S. Cellular and Nokia today announced that they are working together on a transformative intelligent operations system to better predict and determine network performance to enhance the wireless customer experience. By combining Nokia’s advanced analytics and a variety of “smart”...Learn More

J.D. Power: Wireless Router Satisfaction Declines, But Problems are Few

Customers are less satisfied with their wireless routers than they were a year ago, according to J.D. Power. Wireless router satisfaction fell to 833 on a 1,000-point scale in 2017 compared to 847 in the 2016 report. Satisfaction fell in all 10 factors measured in...Learn More

Home Security Satisfaction: Tightly Focused Companies Beat Out AT&T, Comcast

Two companies that focus primarily on security and automation grabbed the two top spots in a home security satisfaction survey from J.D. Power, followed by AT&T. Comcast, which like AT&T is a broadband provider that has also branched out into home security, came in sixth....Learn More

vMVPD Satisfaction: Despite the Technical Shortcomings, Subscribers are Warming to Pay-TV Alternatives

Virtual multichannel video programming distributors (vMVPDs) may be immature and technically behind their more established competitors—but subscribers, for the most part, don’t care, according to a new vMVPD satisfaction survey. vMVPD is the term increasingly used for streaming pay-TV services such as YouTube TV, Sling...Learn More

Mid-Rivers Usage-Based Broadband Improves Customer Satisfaction, Take Rates

Montana-based broadband provider Mid-Rivers Communications has taken a contrarian approach to broadband pricing, adopting a usage-based rather than a speed-tier approach. The change to usage-based broadband has increased customer satisfaction and take rates – and while margins initially dropped, profitability was back to its previous...Learn More

J.D. Power: Wireless Satisfaction Tied to Speedy Problem Resolution

The speedier the problem resolution, the higher the wireless customer satisfaction. That was a key takeaway from  new J.D. Power wireless satisfaction research. The two related studies are J.D. Power 2017 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 and the J.D. Power 2017 U.S....Learn More

Survey: It’s Confirmed, Truck Rolls Are a Pain in the Butt

Sending personnel to people’s homes – truck rolls – is a major expense to broadband and video providers. In addition to costs, other challenges are growing steeper as consumers become more mobile and their habits more unpredictable, according to results of a service call survey...Learn More

J.D. Power: Business Telecom Satisfaction Highest for Largest Companies, Highlighting SMB Opportunity

Business telecom satisfaction is highest among large companies with 500 or more employees, according to new J.D. Power research. While those companies had overall internet and telephone satisfaction levels of 815 on a 1,000-point scale, the average score for very small businesses with 19 employees...Learn More

ACSI: Pay-TV Customer Satisfaction Remains “Abysmal”

American pay-TV customer satisfaction was even worse in the roughly 12 months from May 17, 2016 to April 25, 2017 than it was in the period prior, according to the latest ACSI (American Customer Satisfaction Index). Overall customer satisfaction with their pay-TV subscription services dropped...Learn More

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