DENVER, United States-Consumers are aware of increased competition within the wireless industry in the United States, according to a recent report conducted by Peter D. Hart Research Associates Inc. and released at February’s Wireless ’98 show in Atlanta.
Seventy-one percent of the survey’s respondents said they perceived more competition among wireless companies today than they did a year ago. Furthermore, 58 percent of respondents said they considered more than one service provider before making a final selection, and 32 percent indicated they wanted their service company to make changes or that they wanted to replace their service company.
Overall satisfaction levels were high, said the report. About 70 percent of respondents indicated they were extremely or very satisfied with product quality, reliability and dependability of service and resolution of customer problems; 63 percent were satisfied with the clearness and reliability of the transmission; about 59 percent were satisfied with privacy of calls and new and innovative services; and 55 percent indicated they were satisfied with competitive prices.
The profile of the wireless user today has shifted from a year ago. Personal use increased from 58 percent to 61 percent and more customers are spending less than US$25 per month on wireless service.
Respondents indicated a strong interest in calling party pays. Fifty-four percent indicated an interest in 911 location systems, followed by wireless local loop (43 percent), bundled services (42 percent) and advanced features (36 percent).
A total of 75 percent of respondents indicated positive feelings toward their wireless telephone carrier and their local phone company, and nearly half of users with multiple wireline phone lines in their home said they are very interested in switching their second line to wireless use.
