Editor's Corner

Given all the news and announcements around wireless, Voice over Internet Protocol, mobile computing and devices, it was a bit of a surprise to read that user satisfaction among cellular customers took a pretty significant dip over the past year. According to a study of 24,000 users released last week by J.D. Power and Associates, there was a 10 percent drop in satisfaction relating to services and quality of service when it comes to cellular products and services. The research firm says it's due to a few factors, including all the mergers between vendors which brought many changes and issues for customers. "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," stated Kirk Parsons, J.D. Powers' senior director of wireless services. The top vendor, according to customers, is T-Mobile, though Verizon Wireless tied with the competitor in several market regions.

The study got me wondering if the same response would be seen over in the enterprise environment. Are you happy with your company's cellular services today? Have your mobile projects or user services been hurt with acquisition efforts during the year? If so, what was your response? Did you change vendors as a result, which is what many customers have apparently done during the year? Write in and I'll share readers' responses in an upcoming note. - Judy