T-Mobile Ranks Highest In Customer Satisfaction

As more wireless users switch to smartphones, many retailers are readjusting their mobile strategies to address the needs of these users, according to a new study by J.D. Power and Associates.

The semiannual report analyzed evaluations from customers who recently had an in-store wireless retail sales experience. Overall customer satisfaction with major wireless carrier-branded stores is based on four factors. In order of importance, they are: sales staff (49%); price and promotion (27%); store facility (14%); and display (10%).

Nearly 40 percent of customers who visited a wireless retail store in the past six months to replace or upgrade a phone from a previous carrier, switch carriers or sign up for wireless service for the first time now own smartphones.

The study finds that satisfaction with the retail experience among smartphone owners averages 11 index points higher (on a 1,000-point scale) than that of traditional wireless handset owners (727 vs. 716, on average), despite the fact that smartphones require additional service plan options and are more complex to operate. Smartphone owners are more satisfied than traditional handset owners in all factors, particularly with regard to the sales staff.

"The increase in smartphone sales will have a long-term impact on how carriers handle their customers' needs," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates.

"These phones do require retailers to adapt by constantly training sales staff to keep pace with new features and offerings, but carrying out simple tasks, such as explaining the phone's operation, provides salespeople with a great opportunity to optimize the customer's wireless experience and fosters greater loyalty to both the carrier and store."

T-Mobile ranks highest in customer satisfaction among major wireless carrier-owned retail stores for a second consecutive time with a score of 723, performing well with regard to sales staff and price promotions. Verizon Wireless trailed closely (722) and AT&T followed (712). The industry average was 719.

"In general, wireless carriers are succeeding in adapting to the quickly evolving landscape by ensuring their sales representatives are highly knowledgeable about newer offerings such as smartphones and the high-speed data plans they utilize," said Parsons.

"As consumers continue to take advantage of the latest technology, it is crucial for sales staff to be knowledgeable about all phone models and service plans available and to continue to display a high level of courtesy and honesty during the sales process to ensure satisfaction levels improve."
 

 

Amazon Rolls Out Kindle App For BlackBerry

Amazon.com has launched "Kindle for BlackBerry," a new free application that can be downloaded from the retailer's website.

Kindle for BlackBerry offers access to over 420,000 books and is available on variety of BlackBerry devices. Kindle for BlackBerry allows users to save and synch bookmarks on their Kindle devices, iPhone, iPod touch, PC and BlackBerry. Amazon said it has plans to do the same for Mac and iPad soon.

"Since the launch of our popular Kindle for iPhone app last year, customers have been asking us to bring a similar experience to the BlackBerry," said Ian Freed, Vice President, Amazon Kindle.

"Kindle for BlackBerry is a great way for customers to continue reading their current book wherever they are - in between meetings, at the grocery store or waiting in the doctor's office. We think customers are going to love how easy and fun it is to read their Kindle books on their BlackBerry."

Customers using BlackBerry devices on AT&T, Sprint, T-Mobile, Verizon and other U.S. carriers can get wireless access to Kindle books, most for $9.99.

Key features of Kindle for BlackBerry app include:

*Automatically synchronize the last page read between their Kindle-compatible devices

*Create bookmarks and view annotations they created on their Kindle, Kindle DX, or Kindle for iPhone and iPod touch
 
*Adjust the text size of books
 
*Read books in full color
 

 

Blockbuster Partners With T-Mobile On Movie Download Service

Blockbuster is trying to make some gains in the mobile space by being the exclusive movie download service for T-Mobile's upcoming HTC HD2 smartphone.

"Available exclusively from T-Mobile, the HTC HD2 is like putting Blockbuster in your pocket," said Kevin Lewis, senior vice president of digital entertainment at Blockbuster.

"T-Mobile and HTC have a long history of partnering to deliver innovative, cutting-edge products - and we're glad to provide customers the latest way to enjoy entertainment from Blockbuster."

The mobile movie application for Blockbuster On Demand is part of the company's multichannel offering to connect users with over 100,000 movies, televisions shows and games.

Users will be able to buy or rent movies and download them to their smartphone via Wi-Fi. Users can also buy content on their HTC HD2 phone and watch it on a Blockbuster On Demand enabled TV set or Blu-ray player. The app does not have any monthly fees, allowing users to pay as they go.

The move by Blockbuster could help it to better compete against rival Netflix, which does not yet offer streaming video to a mobile devices.
 

 

Google Lowers Controversial Nexus One Fee

Update 2: Google has now reportedly lowered the $350 fee to $150, and launched a support line for the phone at 888-48-NEXUS.

Update: The FCC has sent letters regarding early termination fees to Google, AT&T, Sprint, T-Mobile, and Verizon. In its letter to Google, it says:

...where new options may subject consumers to substantial ETFs, potentially from more than one entity, the Commission has a special interest in ensuring that consumers have a clear and complete understanding of the rates, terms, and conditions on which the communications services are being offered and the rationale for those rates, terms, and conditions. The combination of ETFs from Google and T-Mobile for the Nexus One is also unique among the four major national carriers. Consumers have been surprised by this policy and by its financial impact. Please let us know your rationale(s) for these combined fees, and whether you have coordinated or will coordinate on these fees and on the disclosure of their combined effect.

Original Article: Google made big waves in the mobile industry early in the year, and the effects of those waves are being felt quite hard by some users. The Nexus One's release has gotten off to kind of a rocky start.

The issues plaguing customers of the much-anticipated Google phone have been widely publicized. Most of the gripes have dealt with Google's customer service (or lack thereof) for the device, and trouble with 3G connections. More recently, however, complaints of outrageous early termination fees have popped up.

The trouble for users is that if they got the Nexus One with a two-year contract from T-Mobile, they end up having to pay about $550 to terminate early. The thing is, they have to pay T-Mobile's regular fee, but they also have to pay Google a fee. Needless to say, that has caught some people off guard.

Google's fee is a $350 "Equipment Recovery Fee". It applies to customers who cancel their contracts within the first 120 days.

According to Niraj Sheth with the Wall Street Journal's Digits Blog, "A Google spokeswoman said in a statement that the fee is "a way for the company to recoup the subsidy it gives to contract customers."

"'This is standard practice for third-party resellers of T-Mobile and other operators,' she said. A T-Mobile spokesman said that the carrier’s early termination fee is standard for its customers on contract."

While the combination of the aforementioned problems may not bode well for Google's reputation in the mobile industry at the moment, the good news for the company is that they are projected to come out on top in the smartphone race eventually. Crunchgear says Google and Android will "own the smartphone market" eventually. Time will tell if that is an accurate depiction of things to come, but for now, people just seem upset.


Have You Read This?

> Google Unveils Nexus One "Super Phone"

> Nexus One Sales Of 5-6 Million Units Forecast

> Google Tries to Carve Out its Place in Mobile

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