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Data sharing plans improve customer satisfaction

Customers in the US are more satisfied with data sharing service plans than more traditional data plans, according to a study by J.D. Power and Associates.

The marketing services firm’s half yearly report on customer services in the US operator market found that overall satisfaction among customers who currently subscribe to a mobile share data plan is 778 out of 1,000. This is higher than the overall score of 750 given by those who subscribe to more traditional data plans.

“The higher levels of satisfaction with shared data plans are partially due to the profile of its customers, particularly the early adopters who changed service offerings once the mobile data share plans were offered,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates.

“For example, not only are customers with shared data plans more loyal than those without a shared data plan, but they also have a more positive perception of their carrier, in addition to spending approximately $30 more per household overall.”

The study also found that 41 per cent of wireless customers who solved their issue online used the chat function and overall satisfaction is highest when customers use the online chat function to resolve issues. For the fourth consecutive reporting period, Verizon Wireless ranked highest in wireless customer care satisfaction among carriers, with an overall score of 766.


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