J.D. Power's latest survey shows how small and mid size business rate carriers.
In 2013, overall customer satisfaction among wireless business customers averages 694 on a 1,000-point scale, a significant increase from 674 in 2012.
Verizon Wireless ranks highest in customer satisfaction in both the very small business and small/medium business segments, performing particularly well in performance and reliability and offerings and promotions. Sprint closely follows Verizon Wireless in the very small business segment, while T-Mobile ranks second in the small/medium business segment.
The study also found the following key business wireless usage patterns:
- In 2013, 27 percent of business customers that purchase handsets for their employees allow the employees to choose from a selected group of models, compared with 19 percent in 2010.
- Just 9 percent of business customers have experienced mobile security issues within the past six months. The study finds little additional negative impact on mobile security when businesses policies allow employees to use their personal device.
- Overall customer satisfaction among wireless business customers improves 20 index points to 694.
- Among customers who contacted their wireless provider's customer service during the past six months, 67 percent indicate that their problem was resolved on the first contact.
- Customer spending on voice and data services has increased an average of $81 per month.