MOUNT PROSPECT, Ill.-More than half of cellular customers surveyed in an Illinois Superconductor Corp. study said they want improvements in their cellular service.
More than a third of those questioned said cost was their top concern about cellular phone service, followed by poor voice quality (27 percent), dropped or disconnected calls (10 percent) and fast busy signals resulting from overcrowded networks (4 percent).
Seventy-six percent said they had not experienced any improvement in service quality during the last year or that service had declined, the company said. Only 19 percent said service had improved.
“Clearly, cellular system providers want satisfied customers,” said Ora Smith, president and chief executive officer of Illinois Superconductor. “But American consumers have embraced wireless communication systems so quickly that technology has been hard pressed to keep pace with the demand.”
The study also found more people use portable phones than mobile phones, but portable phone users are more likely to experience dropped calls and fast busy signals than mobile phone users.
About a third of portable phone users surveyed said cellular phone service has become a necessity.
The “Talkback” study was commissioned by Illinois Superconductor and conducted by Market Facts, an independent national research firm. Market Facts surveyed 1,000 consumers nationwide.
