Keynote Systems Reveals Top Wireless Sites in Customer Experience Rankings

Amazon.com has topped the wireless market in Keynote's Customer Experience Rankings, outperforming other leading wireless phone provider sites in terms of customer experience and customer satisfaction. The study, which examined over 250 metrics across more than 2,000 prospective wireless phone customers, found that Amazon's strong performance was driven by its consistently strong performance across all areas of site experience, including phone and plan searching and shopping processes. Let's Talk was the top site in terms of customer satisfaction, based on its plan and phone search and shopping process performance, as well as its price clarity. Verizon Wireless, on the other hand, was the top site in terms of site responsiveness and reliability, according to the Keynote Service Levels Rankings study.

Key Takeaways:

• Amazon.com ranked as the top site among wireless phone provider sites in the Keynote Customer Experience Rankings, with a strong performance across all areas of site experience.
• Let's Talk was the top site in terms of customer satisfaction, based on its plan and phone search and shopping process performance, as well as its price clarity.
• Verizon Wireless was the top site in terms of site responsiveness and reliability, with the fastest page downloads and lowest downtime.
• The Keynote Study found that site availability dropped slightly from 2005 to 2006, and several sites showed major degradations in broadband performance.
• Amazon's success was driven by its consistently strong performance in phone and plan searching and shopping processes, as well as in the check out or purchase process.
• Keynote's research approach examines both consumer attitudes and behavior to provide a detailed understanding of the impact that these sites have on customer experience and actions.
• The study captured over 250+ metrics for each site and ranked the sites in dozens of categories, including customer acquisition success, brand appeal, and customer satisfaction.
• Keynote's Transaction Perspective measurement product evaluated key performance indicators, including responsiveness and reliability, for Web sites in the study.

Statistics:

• 2,000 prospective wireless phone customers were surveyed in the Keynote Customer Experience Rankings study.
• 250+ metrics were captured for each site, including customer acquisition success, brand appeal, and customer satisfaction.
• 1,500 data points were collected for each site, including details of site performance and reliability.
• 40 key performance metrics were examined for each site in the Keynote Service Level Rankings study.
• Over 6,500 data points were collected in the Keynote Service Level Rankings study.

Sources:

• "Keynote Customer Experience Rankings" study, 2006.
• "Keynote Service Level Rankings" study, 2006.
• Keynote Systems press release, June 2006.
• Keynote Systems website, www.keynote.com.