Wireless Communications Providers Excel in Customer Satisfaction

Strategic Insights -

BellSouth Mobility excelled in customer satisfaction, ranking first among wireless communications providers in the Atlanta area, according to the 1998 U.S. Wireless Customer Satisfaction Study by J.D. Power and Associates. The study, which surveyed over 10,000 households in 22 markets, found that BellSouth Mobility scored 112 points, seven above the average. AirTouch Communications, another provider in the Atlanta area, scored 96. The high score by BellSouth Mobility reflects its commitment to providing high-quality services to its customers.

Key Takeaways:

  • BellSouth Mobility ranked first among wireless communications providers in the Atlanta area, scoring 112 points in the 1998 U.S. Wireless Customer Satisfaction Study by J.D. Power and Associates.
  • AirTouch Communications scored 96 points, ranking lower than BellSouth Mobility in the same study.
  • The study surveyed over 10,000 households in 22 markets, finding that BellSouth Mobility had a significant market share in the Atlanta area.
  • Companies with a 10 percent or more market share were included in the study, with BellSouth and AirTouch Communications being the only two included in Atlanta.
  • Peter Dresch, director of telecommunications market analysis at J.D. Powers and Associates, noted that companies with a market share of 10 percent or more were statistically significant enough to be included in the study.
  • CheckFree announced an agreement with Washington Water Power to provide its customers with online bill payment, with over 350,000 customers set to benefit from the service.
  • Net.B@nk announced an agreement with NCR to serve NCR's online customers, and also reported having 14,000 accounts, three times more than in January 1998.
  • Net.B@nk was profitable in the second quarter of 1998, making it the country's first profitable Internet bank.

Statistics:

  • Over 13,000 households were contacted nationally for the 1998 U.S. Wireless Customer Satisfaction Study by J.D. Power and Associates.
  • 10,249 households completed surveys in 22 markets.
  • BellSouth Mobility scored 112 points in the study.
  • AirTouch Communications scored 96 points in the study.
  • Over 350,000 customers of Washington Water Power will have access to online bill payment with CheckFree's e-bill system.
  • Net.B@nk has 14,000 accounts, triple its January 1998 total.

Sources:

  • J.D. Power and Associates's 1998 U.S. Wireless Customer Satisfaction Study
  • CheckFree's press release announcing the agreement with Washington Water Power
  • Net.B@nk's press release announcing the agreement with NCR