Business Services Industry
Customer satisfaction crucial to success of mobile Internet providers. (In-Stat Market Snapshot).(Cahners In-Stat/MDR)
Wireless Week, April, 2002
Cahners In-Stat/MDR has found that four key attributes drive customer satisfaction in the wireless Internet market: breadth of applications available, ease of use, quality of service and reliability of service. In order to succeed in this young and rapidly maturing market, carriers must work to ensure customers are satisfied with all of these very crucial attributes. Of the top four providers of wireless Internet services-AT&T Wireless, Nextel Communications Inc., Sprint PCS and Verizon Wireless-Nextel's customers are most satisfied. Although a small percentage of all subscribers are extremely or very likely to churn to a new carrier in the next three months, carriers can't rest easy since nearly one in four wireless Internet subscribers is thinking about churning....
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