The report is based on a survey of U.S. consumers who use a wireless phone and analyzes consumers’ satisfaction with wireless carriers, carrier switching behavior and usage of wireless features that go beyond voice communication, including wireless Internet. 

According to the study:

• 6% of respondents who were highly satisfied with their carriers stated that they were likely to switch carriers at the end of their contract.  

• 76% of respondents who were highly dissatisfied with their carrier were likely to switch.

• 44% of the highly dissatisfied respondents were very likely to switch carriers prior to the end of their contract, signifying that the deterrent effect of penalty fees only goes so far. 

• 88% of those who were highly satisfied indicated a high probability to recommend their current carrier to a close friend or family member.   

“Better Coverage” Primary Reason for Switching Cellular Carriers:

Switching to one’s current cellular provider was most often prompted by a desire for improved network coverage:

• 27% of respondents said “better coverage” as their primary reason for switching.  

• 14% of all subscriber groups said “lower prices” as reason for swapping plans

• 13% switching to a friend/family members’ carrier as the reason for carrier switch. 

Wireless Users Expanding Beyond Voice Communication

Today’s wireless users are evolving their use of their cell phones beyond mere verbal communication, with many now subscribing to services that enable alternate forms of communication.   

Consumers Access the Internet from Cell Phones for Timely Information

Increasing numbers of wireless phones and plans offer Internet access, which provides consumers with rich content and increased functionality.  Most new cell phones are now pre-enabled for Internet access, with:

• 63% of respondents reporting that their phone came with this option. 
• Only 17% currently subscribe to the service, indicating significant growth potential. 

Among consumers who access the Internet via their phones, the leading reasons for doing so are clearly related to a desire to stay connected and receive timely information.