Quotes by Kirk Parsons

“Thats the main complaint that people have today.”

“There are so many more features and services now that (ease of operation) is becoming much more important. Therell be even more features five years from now.”

“People are voting with their dollars.”

“Given the number of major changes consumers have experienced over the past couple of years, the gap between customer expectations and actual service experience tends to widen as uncertainty from mergers greatly influences consumer perceptions. Case in point is the impact major market dynamics plays in future switching intent. Between 2004 and 2005, there has been a 5 percent increase in the intent to switch wireless carriers in the next 12 months -- a reverse from the past two years, where future switching intent remained stable.”

“Looking at past data and previous mergers, typically you do find an increase in customer satisfaction. Thats because whats happened is were seeing artificial results for satisfaction based on an event, as opposed to real life experiences due to normal operations.”

“Clearly satellite companies are gaining momentum in the market, ... as indicated by our studies over the past four years.”

“Intuitively, you would think service should be improving over time, and theres some indication that it is. But, relative to what customers expect, service hasnt been keeping up with their expectations.”

“A key driver of the accelerated rollout of digital services among cable TV providers, ... is to counteract increasing competition from satellite providers and to protect their most valued customers from switching. The flip side of this drive is a pro-active strategy.”

“Theyre out there selling the product, saying Heres the latest handset, and pushing the latest services, and when you do that, you raise expectations. Customers expect it to be simple, which, technically, wireless isnt. Wireless is a very technical application and technology. Its not an exact science. It really takes a lot to deliver that call. But the industry hasnt done a very good job of explaining that side of the story.”

“As more wireless companies encourage customers to try new services, its becomes more difficult for the customer service representatives to be fully trained and kept apprised on the latest products being introduced. The downside is the carrier runs the risk of decreasing customer satisfaction and losing customers to other carriers. Since future switching levels are three times as high among customers who need to re-contact the carrier two or more times to get the inquiry resolved, the challenge for wireless providers is to provide contact channels that can offer an informative and efficient experience for their customers.”