Is the iPhone hurting AT&T's brand? [CNET News]
More research points to weaknesses in AT&T's network is having a negative impact in Ma Bell's customer satisfaction among smartphone users. A survey by CFI Group of smartphone users indicates that AT&T scores the worst in customer satisfaction compared to the three other major wireless providers. Digging into the numbers, it appears that customers site a poor quality of AT&T's network as the driving force in customer dissatisfaction with AT&T.
While 90 percent of iPhone users indicate that they love the device - saying they would recommend it to a friend - half of all iPhone users would like to change providers. AT&T is currently the exclusive provider for the iPhone in the U.S. These numbers would indicate a high level of satisfaction with the iPhone itself, but frustration with how the iPhone performs on AT&T's network.
CNET details the plethora of iPhone users that have complained about dropped calls and slow data speeds because AT&T's 3G network just isn't connecting to their iPhone. I noticed an article from ArsTechnica this week that indicated a dropped call rate of 30 percent isn't unusual for the iPhone on AT&T's network. The anecdotal information firmly supports CFI Group's customer satisfaction research. If the iPhone is cutting off 3 out of every 10 calls a user makes, it isn't surprising that half of all iPhone users want to quit AT&T as their provider.