Switch to wireless-only continues: J.D. Power survey find more than one-fourth of wireless customers have cut the cord

More Americans are continuing to pull the plug on their landline telephone service in favor of using cellular phones, according to a recent report by J.D. Power and Associates.
In its 2008 Wireless Contract Customer Satisfaction survey, the company also reports that younger consumers who have more than three years of wireless under their belt are the highest segment making the switch to wireless-only.
The company said factors for customers making the switch to wireless include improved user experience and the increasing number of applications available for cellphones.
According to the report, 27% of wireless customers have replaced their traditional telephone with wireless service. Of this group, 61% report they have completely disconnected their landline service. Leading the way are consumers that range between 18 and 24 years old. Among this demographic, 29% solely rely on wireless service compared with just 9% of customers 65 and older, according to the report.
Customers who also have been wireless customers for more than three years are likely to make the switch exclusively to wireless. About 20% have made the switch compared with just 9% of customers who have used wireless for less than a year, according to the report.
“Wireless service has truly improved to the point where quality and performance are no longer barriers in the decision-making process around switching to exclusive wireless service usage,” Kirk Parsons, J.D. Power and Associates’ senior director of wireless services, said in a company statement.
The semiannual study surveyed about 20,000 customers across six regions in the country. Among wireless carriers, Verizon Wireless ranked highest in customer satisfaction in five regions: Northeast, Mid-Atlantic, Southeast, North Central and West. Respondents said the company performed well regarding call quality and brand image. T-Mobile USA Inc. ranked highest in the Southwest region, performing well in cost of service, plan options, billing and customer service.