Trends Report

Customer Relationship Snapshot: Wireless Carriers

How Relationships Differ Across Generations Of US Consumers

May 22nd, 2008
BT
Bruce Temkin
With contributor:
Steven Geller

Summary

Forrester asked nearly 5,000 US consumers about many aspects of their relationships with wireless carriers. We examined their feedback on overall customer experience; their satisfaction with Web, branch, and phone interactions; and their plans to stay loyal to their current providers. To understand the dynamics of these relationships, we analyzed the data across five generations of consumers: Gen Y, Gen X, Younger Boomers, Older Boomers, and Seniors. Some of our findings: Older consumers are the most satisfied and loyal, and young consumers are the most likely to switch providers.

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