Sprint PCS and Verizon Wireless Lead in different ways, said Strategy Analytics


Nextel Holds the Secret to Loyal Customers & High ARPU; Sprint PCS Leads Interest in Landline Substitution

Boston, MA & London, England - April 7, 2004 - /Wi-Fi Technology News/-
Strategy Analytics' "US Wireless Satisfaction Monitor," concludes that Verizon sets a daunting benchmark for its competition, achieving class-leading ratings for service quality and customer care.

Strategy Analytics surveyed one thousand cell phone users across the US to evaluate customer satisfaction, churn propensity and interest in value added services and features. Verizon Wireless, is the market leader for "user satisfaction, " and beats all its competitors as the destination of choice for 30 percent of users who may churn.

David Kerr, Vice President of the Global Wireless Practice at Strategy Analytics, commented, "Despite a relatively weak device portfolio, sub par bundled minutes and light youth segment presence relative to Sprint, Cingular and the other national operators, Verizon Wireless continues to represent the gold standard in customer satisfaction."

"Although its overall scores failed to threaten Verizon Wireless's clear lead, Nextel can be proud of its customer loyalty," said Sara Harris, Senior Industry Analyst at Strategy Analytics, and the author of the report, "The iDEN carrier's customers were least receptive to price-based churn bundles." She added that price-based offers are unlikely to sway the operator's fiercely loyal and high-spending business-centric customer base, which regards Nextel as a key business tool, essential to business operations.

Other key findings from this report include the fact that Verizon Wireless and T-Mobile users stand out in their belief that they are receiving good value for money from their carriers regarding both handsets and provided service; Verizon Wireless users are consistently more satisfied than users of other carriers. Verizon Wireless scores highest on all satisfaction measures, though it is matched by T-Mobile on price metrics; Cingular customers post a healthy range of average and marginally above-average responses; Consistent dissatisfaction is evident among AT&T Wireless customers; Sprint PCS posts below average ratings on many measures, though the carrier does redeem itself somewhat with a well-received product and service range; T-Mobile and Nextel received positive overall results, though some concerns remain surrounding the crucial criteria of quality of service.

For a chart, "Customer Satisfaction by Carrier," please see http://www.strategyanalytics.com/press/pr00114.htm.

About Strategy Analytics
Strategy Analytics, Inc., a global research and consulting firm, provides timely insights and strategic business solutions to companies operating at the convergence of information, communications and entertainment technologies. With worldwide headquarters in Newton, MA and principal offices in England, France and Germany, Strategy Analytics focuses on market opportunities and challenges in the areas of Automotive Electronics, Broadband, Telematics, Wireless Strategies and Enabling Technologies. For more information, see http://www.strategyanalytics.com

Contacts:

Christopher Ambrosio, +1 704 894 9684, cambrosio@strategyanalytics.com
Eddie Tapiero, +1 617 614 0704, etapiero@strategyanalytics.com
David Kerr, + 1 262-646-8974, dkerr@strategyanalytics.com

European Contact:
Sara Harris, +44(0) 1908 423 624, sharris@strategyanalytics.com