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 Thursday, May 12, 2011

­As average monthly wireless charges increase from 2009, wireless customers indicate they are particularly dissatisfied with the cost of their service, according to a J.D. Power and Associates survey.

The study examines perceptions of wireless customers with their service, mobile phone (for both traditional mobile phones and smartphone devices) and retail experience. Satisfaction is measured across seven factors: cost of service; network quality; account management; customer service; handset; offerings and promotions; and sales process.

The study finds that satisfaction with cost of service averages only 551 on a 1,000-point scale, compared with an average of 648 for overall satisfaction, and is the area of the wireless experience with which customers are least satisfied.

On average, customer-reported monthly bills for contract service have increased to $78 in 2011 from $71 in 2009, partially driven by the increase in penetration of smartphones and data plans. Thirty-nine percent of customers in 2011 report owning a smartphone, up from 25 percent in 2009, while the proportion of customers who report having a data package has increased to 60 percent in 2011 from 15 percent in 2009.

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Source: Cellular News