As mobile phone technology rapidly increases, it can be difficult for consumers to determine whether or not and when they should upgrade their smartphones to the newest models and network capabilities. A new report from J.D. Power and Associates may make that decision a little easier.
Findings released today from a purchase experience study conducted by the company say that satisfaction is higher among customers with a 4G-enabled device than those with a less technology-advanced mobile phone. Satisfaction among full-service wireless customers with a 4G-enabled device was ranked at 774 (on a 1,000 point sale) compared to the 753 rank of consumers with less advanced mobile phones. The report also found that users with a 4G enabled device spend $24 more per month than consumers with a non-4G phone.
Additionally, the report noted that consumers of 4G devices have higher satisfaction when purchasing a phone in store over non-4G purchasers. 4G purchasers are also more satisfied (821)when the technology behind the phone is explained to them by a salesperson than when no explanation is given (714).
Satisfaction Among Carriers
The report also ranked the customer satisfaction among users on different carries and found that for the fourth consecutive reporting period, Sprint Nextel ranked the highest with a score of 778, scoring best in offerings and promotions and cost of service factors. Verizon Wireless came in second at 764.
Among non-contract carriers, Boost Mobile ranks at the top with a score of 773.
According to the study, 76% of customers who make their purchases online do so through their carrier?s website, but satisfaction was highest among users who made their purchase through a general shopping website like Amazon.com or through a big box retailer such as BestBuy.com. Purchases through general sites and big box store sites ranked at 772 and 752 respectively, compared to 736 for purchases made through a carrier?s website.