BEDMINSTER, NJ — For the second year in a row, Bell Atlantic Mobile is the leader in overall customer satisfaction among wireless users in New York, according to the prestigious J.D. Power and Associates 1999 U.S. Wireless Customer Satisfaction Study (sm) released last week.
Bell Atlantic Mobile's top ranking is primarily due to its lead on call quality and customer service, both top drivers of overall satisfaction, according to the study. Other factors examined in the study were pricing options, corporate capability, cost of roaming, handset and billing.
"Network reliability is at the core of wireless service and a key factor customers look for in wireless, " said Charles Hand, president of Bell Atlantic Mobile's New York/New Jersey Metro region. "Here in New York, widely considered to be one of the most difficult wireless markets to do business in, we go to great lengths to try to make sure that when the customer makes a call, the call connects, the call is clear, and the call stays connected until the customer ends it."
"Company-wide we're investing $750 million in our network this year and much of that investment is right here in the New York Metro area," Hand said. "And that's why our New York area network continues to stand up to the demands placed on it by the growing popularity of our simple, all-inclusive price plans like DigitalChoice SingleRate (sm), " Hand said.
Bell Atlantic Mobile owns and operates the largest wireless network in the East and systems in the Southwest, covering 180,000 square miles, and the largest chain of retail outlets devoted exclusively to wireless voice, data and paging. Based in Bedminster, NJ, Bell Atlantic Mobile has 6.6 million customers and 8,000 employees from Maine to Georgia and in parts of Arizona, New Mexico and west Texas. Through its "Wireless at Work�" community service program, the company uses its technology to help individuals and communities improve security and emergency communications. Bell Atlantic Mobile's parent, Bell Atlantic Corporation (NYSE:BEL) is one of the world's largest wireless communications companies, with domestic operations in 25 states and international investments in Mexico, Europe and the Pacific Rim. For more information on Bell Atlantic Mobile visit: www.bam.com; on global operations visit: www.bellatlantic.com/worldwide.
J D. Power and Associates, headquartered in Agoura Hills, Calif. is a global marketing information services firm operating in key business sectors including market research, forecasting and customer satisfaction The firm's quality and satisfaction measurements are based are based on actual customer responses from more than one million consumers annually. J.D. Power and Associates can be accessed through the World Wide Web at www.jdpower.com. The 1998 J.D. Power and Associates 1998 Residential wireless Customer Satisfaction Study is based on the results of a syndicated study independently funded by J.D. Power and Associates, which acts as an unbiased third party analyzing consumer opinions.