Westlake Village, California – (The Hosting News) – October 13, 2005 – Residential Internet
service subscribers are maintaining lengthy relationships with their primary web email providers, according to the J.D. Power and Associates 2005 Residential
Online Service Customer Satisfaction Study released today.
Forty-three percent of Internet service subscribers use web as their primary e-mail account, compared to 57 percent who access e-mail through their primary Internet service provider (ISP) using e-mail software installed on the user’s computer. Web mail is defined as e-mail service, often provided for free, that allows access to mail through a Web browser. The study finds that 73 percent of residential ISP subscribers report the length of time they have been with their Web mail provider exceeds three years. Additionally, 35 percent of these subscribers say their relationship has existed for six years or more.
Jonathan Brookner, Director of Telecommunication Research at J.D. Power and Associates explained, ”E-mail addresses are emerging as the phone number of the new millennium, with Internet users increasingly valuing continuity in their e-mail contact information. Since web mail addresses typically stay with you regardless of who your Internet service provider is, users are maintaining their relationships with web mail providers for long periods of time.”
The study, now in its second year, is part of J.D. Power and Associates’ on-going coverage of trends and customer satisfaction with the Internet. The study examines the consumer behavior, experiences and satisfaction of Internet service subscribers with the most frequently used online services, including instant messaging, web mail services and search engine functions.
Yahoo! Mail ranks highest in customer satisfaction among primary web mail providers, receiving the highest ratings from users in all three factors contributing to overall satisfaction: ease of use, performance and reliability and features. The study finds that 91 percent of web mail users say they check for messages at least once a day.
Yahoo! Messenger ranks highest among primary instant messaging (IM) services, leading the segment in the three factors contributing to customer satisfaction: security, performance and reliability and features. Thirty-five percent of IM users report sending and receiving messages on a daily basis, and only 6 percent say they “definitely” or “probably” would switch IM providers in the next six months.
Google ranks highest in satisfying Internet users with primary search engine functions, receiving top ratings from users in all three customer satisfaction factors: functionality, ease of use and results. The study finds that 43 percent of all respondents rely on Google as their primary search engine. This increases to 53 percent among those with high-speed Internet connections.
The 2005 Residential Online Service Customer Satisfaction Study is based on responses from 6,313 residential customers of Internet service providers nationwide.
For more information, please visit: www.jdpower.com.