After a turbulent season in the US wireless industry in which carriers implemented Wireless Local Number Portability (WLNP) in November 2003, and Cingular won a $41 billion bidding war for AT&T Wireless (AWS) in February 2004, customer satisfaction has become a key indicator of competitive strength among the six major national service providers.

This white paper reports findings based on a new Consumer Mobility Study (CMS) conducted by In-Stat/MDR in February 2004. It includes discussions of respondents' overall satisfaction with their wireless service provider, which providers' customers are most likely to churn, and how respondents feel about their providers' quality of service and customer service. It also includes the following comprehensive figures:

• Wireless Consumer Satisfaction with their Current Wireless Provider
  
• Wireless Consumer Likelihood to Churn - February 2004 Results
  
• Wireless Consumer Likelihood to Churn - Comparisons to 2003 Results
  
• Wireless Consumer Ratings of their Carrier's Quality of Service
  
• Wireless Consumer Ratings of their Carrier's Customer Service

Summary of Findings
Overall Satisfaction
Likelihood to Churn – February 2004 Results
Likelihood to Churn – Comparison to 2003 Results
Quality of Service Ratings.
Customer Service Ratings
Methodology
Additional Reading

Figure 1. Wireless Consumer Satisfaction with their Current Wireless Provider
Figure 2. Wireless Consumer Likelihood to Churn – February 2004 Results
Figure 3. Wireless Consumer Likelihood to Churn – Comparisons to 2003 Results
Figure 4. Wireless Consumer Ratings of their Carrier’s Quality of Service
Figure 5. Wireless Consumer Ratings of their Carrier’s Customer Service