Cellular Satisfaction Drops

Consumer satisfaction with wireless phone service providers has slipped significantly over the last year, according to an annual study released by J.D. Power and Associates yesterday.

Overall, satisfaction fell 10 percent compared to 2004. That’s the largest year-over-year change in satisfaction since the survey’s inception in 1995, the company said in a statement.

Kirk Parsons, Power’s senior director of wireless services, attributed much of the growing dissatisfaction to increased merger and acquisition activity in the wireless industry, such as Cingular Latest News about Cingular combining with AT&T and Sprint with Nextel.

“The major difference between what we’ve experienced in ‘05 versus previous years is the fact that there’ve been unprecedented changes, the biggest being the two largest mergers ever to happen in the wireless industry,” he told CRM Buyer. “You’re talking about impacting 90 million customers over a 13- or 14-month period.”

September 8th, 2005 Posted by David in News at 10:52 am Comment Now! »
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