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New iGR Study Finds Mobile Service Providers' Net Promoter(R) Scores Are Significantly Lower Than Those of Mobile Device OEMs

U.S. Consumers Consider a Wide Range of Factors When Rating Their Mobile Service Provider

AUSTIN, TX -- (Marketwired) -- 07/09/14 -- U.S. consumers rely on mobile devices to perform essential everyday tasks and provide constant communication and connectivity. To measure consumers' satisfaction with their mobile devices and services, in the second quarter of 2014 iGR surveyed more than 1,000 U.S. consumers about their mobile devices, both smartphones and tablets, their data and voice service, and their mobile service provider.

Respondents were asked how likely they would be to recommend their mobile phone and tablet OEM, as well as their mobile service provider. From these responses, iGR calculated a Net Promoter® Score for two major mobile device OEMs (Apple and Samsung) and the four major service providers (AT&T, Verizon Wireless, Sprint and T-Mobile).

"A wide range of Net Promoter® Scores among the four major service providers emerged from our research, and all of them were lower than the NPS®s of the device OEMs," said Iain Gillott, president and founder of iGR, a market research consultancy focused on the wireless and mobile industry. "We found that consumers' satisfaction with their service was affected by many factors."

iGR's new market study, U.S. Consumers: Impressions of Mobile Service Providers and Device OEMs, provides Net Promoter® Scores for four major mobile service providers, as well as two major smartphone and tablet OEMs. In addition, the market study analyzes the factors that contribute to the service provider ratings and provides details about consumers' rating of their mobile data and mobile voice experience.

The following key questions are answered in the new market study:

  • How likely are U.S. consumers to recommend their mobile service provider and what do they consider in such a recommendation?
  • What is the Net Promoter® Score for each of the four major service providers? How do these scores compare to 2013 scores?
  • How often do mobile subscribers of each major service provider experience blocked and dropped calls?
  • How do subscribers of each major service provider rate their mobile data coverage and mobile data speed?
  • What is the Net Promoter® Score for major smartphone and tablet OEMs?
  • How do demographic variables, such as age, gender, marital status, and region of the United States, relate to U.S. consumers' perceptions of their mobile service and mobile device?
  • How do type of mobile device, operating system of mobile device, mobile service provider, and brand of device relate to U.S. consumers' perceptions of their mobile service and mobile device?

The information in this report will be valuable for:

  • Mobile operators, particularly those serving U.S. markets
  • Device OEMs, particularly those serving U.S. markets
  • Financial analysts and investors.

The new report can be purchased and downloaded directly from iGR's website at www.iGR-inc.com. Alternatively, contact Iain Gillott at (512) 263-5682 or at [email protected] for additional details.

About iGR
iGR is a market strategy consultancy focused on the wireless and mobile communications industry. Founded by Iain Gillott, one of the wireless industry's leading analysts, in late 2000 as iGillottResearch, iGR is now entering its fourteenth year of operation. iGR continuously researches emerging and existent technologies, technology industries, and consumer markets. We use our detailed research to offer a range of services to help companies improve their position in the marketplace, clearly define their future direction, and ultimately improve their bottom line.

iGR researches a range of wireless and mobile products and technologies, including: smartphones; tablets; mobile wearable devices; connected cars; mobile applications; bandwidth demand and use; small cell and het-net architectures; mobile EPC and RAN virtualization; DAS; LTE; VoLTE; IMS; NFC; GSM/GPRS/UMTS/HSPA; CDMA 1x/EV-DO; iDEN; SIP; macro-, pico- and femtocells; mobile backhaul; WiFi and WiFi offload; and SIM and UICC.

A more complete profile of the company can be found at www.igr-inc.com.

NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

Contact iGR
Iain Gillott
(512) 263-5682
Email Contact

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