The ACSI has over a decade of experience analyzing customer
satisfaction with wireless telephone service operators in the U.S.
consumer market. Each year, the ACSI interviews hundreds of customers
about recent experiences with their wireless telephone service. The
customer survey data serve as inputs to ACSI’s proprietary model, which
embeds customer satisfaction within a series of cause-and-effect
relationships.plastic fence products
Wireless Telephone Service Brand Study
For the wireless telephone service industry, customer satisfaction is
also measured at the brand level, based on randomly sampled interviews
with customers of major mobile network operators, full-service mobile
virtual network operators (MVNOs), and value MVNOs. The study expands
ACSI coverage of wireless phone services to provide ACSI clients with
detailed customer satisfaction data at the brand level for competitive
analysis of this rapidly transforming industry.
Unique to the wireless telephone service industry, the ACSI captures
customer opinions about critical elements of the customer experience
across all three categories of wireless service (mobile network
operators, full-service MVNOs, and value MNVOs). Key aspects of the
customer experience include:
For mobile network operators, the ACSI also provides a unique rating of
network quality based on customer evaluations of call quality (clarity
and strength), call reliability (dropped calls), network coverage, and
data speed.
ACSI clients gain access to confidential wireless phone industry data spanning more than a decade, with over 30 data points per year for the largest service providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.
ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Wireless phone clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.
The ACSI also introduces a new measure of customer spending for the wireless telephone service industry. The Customer Value Segment Model makes it possible to distinguish customer groups based on how much each spends on wireless, along with differences in satisfaction and loyalty. The model then pinpoints the segments for which the financial return from investing in better customer satisfaction is the strongest.
