customer satisfaction

Apple’s “Back to the Mac” Event by the Numbers

John Paczkowski in News on October 21, 2010 at 4:05 am PT

As Apple events go, Wednesday’s was a bit lighter on metrics than some others we’ve seen this year. Still, there were quite a few worth noting, beginning with 13.7 million–the number of Macs sold in the fiscal year that ended in September. Then there was the Mac’s installed base: 50 million; and the number of Mac developers: 600,000; and…

RIM: Time to Call Life Alert?

John Paczkowski in Mobile on July 14, 2010 at 1:02 pm PT

Research in Motion CEO Mike Lazaridis says that the company’s forthcoming BlackBerry 6 operating system will make “anyone that looks at it…say ‘I want a BlackBerry.’” For RIM’s sake, let’s hope so, because the company’s current OS certainly isn’t doing that now. According to a new survey by ChangeWave Research, consumer interest in the BlackBerry is declining at a time when demand for smartphones is on the rise.

Customers Inspire the Socialization of CRM

Brian Solis, Principal, Futureworks in News on March 5, 2010 at 11:11 am PT

The Altimeter Group released a new report on social CRM today, and while analysts release reports all the time, this is different. The report is free to read and share under creative commons. This is a big disruptor, one that reflects the socialization of information and the spirit of social media. By giving away insight, Altimeter ignites change and thus brings its report to life.

AT&T 3G Improving–If You Can Get a Signal

John Paczkowski in News on January 6, 2010 at 7:07 am PT

So AT&T has finished upgrading its 3G footprint to HSPA 7.2, completing the first phase of an effort that will improve connection reliability and at some point later this year or in 2011, raise its maximum 3G data speed to 7.2 Mbps from 3.6 Mbps. Welcome news for long-suffering AT&T subscribers–but only those in cities where additional back-haul connections have been added to support those higher speeds.

Usage-Based Data Pricing: The Solution to AT&T’s iPhone Problems?

John Paczkowski in News on December 2, 2009 at 5:15 am PT

According to Bernstein Research analyst Toni Sacconaghi, the average iPhone user consumes five to seven times the monthly bandwidth of the average wireless voice subscriber and at least twice the amount of the typical smartphone phone user. With usage levels like these and the network degradation and customer dissatisfaction issues that go along with them, is it reasonable to think that iPhone carriers like AT&T will swap their all-you-can-eat data plans for usage-based pricing? Sacconaghi thinks so.

AT&T Ranked Last in Consumer Reports’ Best Cellphone Service Survey

John Paczkowski in News on December 1, 2009 at 7:15 am PT

The annual survey of wireless customer satisfaction from Consumer Reports hits the streets this week and it doesn’t have much good to say about AT&T. In a canvass of more than 50,000 readers spanning 26 U.S. cities, the organization found the carrier had the lowest customer-satisfaction rating in 19 cities surveyed.

JD Power: iPhone Gives Rivals the Business

John Paczkowski in News on October 9, 2009 at 4:00 am PT

Customer satisfaction with the iPhone continues to run high–among both casual and business users. Apple’s smart phone scored highest in the both consumer and business categories of JD Power’s Smartphone Satisfaction Study, besting rivals like Research in Motion and LG.

Windows Mobile: "Unloved, Unappreciated, and Unlikely to Encourage Any Devotion"

John Paczkowski in News on October 1, 2009 at 12:01 am PT

No wonder Microsoft CEO Steve Ballmer is so dismayed by the company’s Windows Mobile division: Most Windows Mobile users aren’t even aware their phones run it. In fact, according to the CFI Group, WinMo has such poor brand recognition that it was forced to group it in the “Other” category in its Smartphone Satisfaction Survey.

Windows Mobile: “Unloved, Unappreciated, and Unlikely to Encourage Any Devotion”

John Paczkowski in News on October 1, 2009 at 12:01 am PT

No wonder Microsoft CEO Steve Ballmer is so dismayed by the company’s Windows Mobile division: Most Windows Mobile users aren’t even aware their phones run it. In fact, according to the CFI Group, WinMo has such poor brand recognition that it was forced to group it in the “Other” category in its Smartphone Satisfaction Survey.