US Customers Not Happy with Phone Shops
Ed note: Interesting article firming up my belief that everything can be done online:
According to a new report from The NPD Group, American consumer satisfaction with the wireless retail shopping experience is low across the board, with only 24% of recent mobile phone purchasers stating that they had an excellent or good experience. While NPD's survey confirms that the vast majority of mobile phone and service purchases are made at carrier-owned stores, consumers who purchased from other types of stores, including mass merchants and electronics retailers, reported higher levels of satisfaction.
RadioShack and Wal-Mart were the top two retailers in terms of overall shopping experience, and also ranked high in other metrics including helpful sales staff, variety and selection of wireless products, and store layout.
Wireless carriers continue to dominate wireless retail sales, with 68% of all purchases made at carrier-owned stores. Even so, this type of store generally ranked lower in satisfaction than other retail channels in all categories. Overall Nextel and Cingular ranked highest among carriers, and T-Mobile and Sprint ranked lowest....
Article Courtesy of Cellular News (click for full article)
