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More - Kirk Parsons Quotes

What we measure is people's real-time experience. - Kirk Parsons Quotes

What we measure is people's real-time experience.

There are so many more features and services now that (ease of operation) is becoming much more important. There'll be even more features five years from now. - Kirk Parsons Quotes

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

That's the main complaint that people have today. - Kirk Parsons Quotes

That's the main complaint that people have today.

People are voting with their dollars. - Kirk Parsons Quotes

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. - Kirk Parsons Quotes

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. That's because what's happened is we're seeing artificial results for satisfaction based on an event, as opposed to real life experiences due to normal operations. - Kirk Parsons Quotes

Looking at past data and previous mergers, typically you do find an increase in customer satisfaction. That's because what's happened is we're seeing artificial results for satisfaction based on an event, as opposed to real life experiences due to normal operations.

Past

Clearly satellite companies are gaining momentum in the market, ... as indicated by our studies over the past four years. - Kirk Parsons Quotes

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

Past

Intuitively, you would think service should be improving over time, and there's some indication that it is. But, relative to what customers expect, service hasn't been keeping up with their expectations. - Kirk Parsons Quotes

Intuitively, you would think service should be improving over time, and there's some indication that it is. But, relative to what customers expect, service hasn't 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. - Kirk Parsons Quotes

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.

They're out there selling the product, saying 'Here's 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 isn't. Wireless is a very technical application and technology. It's not an exact science. It really takes a lot to deliver that call. But the industry hasn't done a very good job of explaining that side of the story. - Kirk Parsons Quotes

They're out there selling the product, saying 'Here's 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 isn't. Wireless is a very technical application and technology. It's not an exact science. It really takes a lot to deliver that call. But the industry hasn't done a very good job of explaining that side of the story.

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