Kirk Parsons Quotes on Past (3 Quotes)

Looking at past data and previous mergers, typically you do find an increase in customer satisfaction. That's because what's happened is we're seeing artificial results for satisfaction based on an event, as opposed to real life experiences due to normal operations.

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. Case in point is the impact major market dynamics plays in future switching intent. Between 2004 and 2005, there has been a 5 percent increase in the intent to switch wireless carriers in the next 12 months -- a reverse from the past two years, where future switching intent remained stable.

Clearly satellite companies are gaining momentum in the market, ... as indicated by our studies over the past four years.