Research Shows Verizon Dominating AT&T

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The latest ChangeWave Consumer Satisfaction Survey shows AT&T’s (T) momentum has been waning despite the big increase in Apple iPhone sales, as spotty service continues to frustrate more and more of its subscribers. At the same time, Verizon (VZ) has maintained its industry lead in customer satisfaction and is expected to see strong subscriber growth in the first quarter of 2010.

According to the ChangeWave Consumer Satisfaction Survey, a leading poll measuring consumer behavior, Verizon ranks at the top of the telecom industry in customer satisfaction, and is winning the latest round in its battle to become the number one cell phone provider in the U.S.

In the  December survey of more than 4,000 cell-phone users, a full 50% of Verizon customers said they were “very satisfied” compared to 23% at AT&T. Verizon also proved to be the most popular alternative among those people thinking of switching carriers, with 31% of those surveyed making VZ their first choice compared to just 21% for AT&T.

“In a nutshell, the survey results indicate that the majority of Verizon customers are very satisfied and staying put, while more AT&T customers are thinking of switching to another carrier,” said ChangeWave Analyst Josh Levine. “And when you look at the number of service problems AT&T customers say they are having, it’s not too surprising.”

ChangeWave’s survey also showed that just 1.9% of Verizon customers experienced a dropped call in the last 90 days, as opposed to 4.3% for AT&T. Moreover, 9% of AT&T customers in the survey reported that more than one-in-ten of their calls had been dropped in the last 90 days. Those are the worst dropped call results in the industry according to ChangeWave, and three times worse than Verizon.

According to ChangeWave, Verizon is projected increase its share of cell phone subscribers by 7 percentage points in the first quarter as a result of this trend — even as AT&T is set to lose share in the current quarter.

Get complete details on the ChangeWave survey, Telecom Service Provider Trends: The Emerging Dominator of the Cellular, Internet and TV Markets, here.

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Article printed from InvestorPlace Media, https://investorplace.com/2010/01/telecom-service-provider-trends-show-verizon-dominating-att/.

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