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Old 08-04-2005, 11:59 PM   #31
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Originally Posted by FrontMed
Do you think they're surveying the tiny fraction of maybe 1% who have tried both services?
That's not necessary to determine who has better satisfaction.

All you need to do is do a random survey of XM subscribers and a random survey of Sirius subscribers and ask the exact same questions regarding customer satisfaction.

If, say, 90% of Sirius subscribers rate Sirius as excellent customer service and, say, only 80% of XM subscribers do the same, then Sirius can claim better customer service.
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Old 08-05-2005, 02:17 AM   #32
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Exactly what Amnesia said. These type of surveys have been around for ever and it's pretty much a science at this point.
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Old 08-05-2005, 08:26 AM   #33
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If, say, 90% of Sirius subscribers rate Sirius as excellent customer service and, say, only 80% of XM subscribers do the same, then Sirius can claim better customer service.
I see.

And you think the way the question is asked or the sampling methods, etc., can't be designed to provide the desired result?

Obviously, if Sirius is surveying people as to XM's customer service, there is only one reason for it -- to try to find some advantage to promote. If they are trying to find some advantage to promote, they can structure the survey to get the desired result.

However you come about it, promoting a survey result such as they've done is meaningless..

It is silly anyway. I've been an XM subscriber since '01 and Sirius since '02 and the only time I ever contacted customer service was to add another one.
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Old 08-05-2005, 11:42 AM   #34
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Obviously, if Sirius is surveying people as to XM's customer service, there is only one reason for it -- to try to find some advantage to promote. If they are trying to find some advantage to promote, they can structure the survey to get the desired result.
Wrong. The reason companies do surveys is to find out what they are doing right and wrong. To assume they paid a company to get an answer they can use as good publicity is a big assumption on your part. I agree it's possible for them to do a survey like that, but most companies would like to get the right answer so they can fix problems.

I doubt this was just about "customer service" but rather customer satisfaction. If you can't believe that on average people would like Sirius better than XM, then your bias has clouded your mind.
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Old 08-05-2005, 12:46 PM   #35
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If you can't believe that on average people would like Sirius better than XM, then your bias has clouded your mind.
What we're discussing has nothing to do with liking one service over the other.

If Sirius has a higher customer satisfaction rate, that does not mean that on average people "like Sirius better than XM".

It means that the average Sirius customer is happier with Sirius than the average XM customer is with XM.

This is a meaningful result, but it certainly can't be extrapolated to which service the average person would prefer or even which the average satrad customer would prefer.
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Old 08-05-2005, 02:13 PM   #36
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If you can't believe that on average people would like Sirius better than XM, then your bias has clouded your mind.
I've never said that. I simply said that when a company comes out and says, "OUR SURVEYS TELL US WE'RE THE BEST", people of normal intellect KNOW to take it with a grain of salt.

When you go to the Ford dealer he is going to tell you you need a Ford. Not a Chevy.
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Old 08-05-2005, 02:18 PM   #37
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Do we know who did the survey for Sirius and how they recruited XM users?
Was it done inhouse or sent out?

Saying we have the highest satisfaction when you are one of two firms in this space seems silly, what was the point of the info being included in the CC?

I'd rather know churn - that let's you know what people think of your service.
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Old 08-05-2005, 02:52 PM   #38
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I'd rather know churn - that let's you know what people think of your service.
Good point. Both companies reported churn at 1.4%, which is quite good. XM's, in particular, given that this is the quarter after a 30% price increase went into effect -- the blip in the churn was basically 0.1%.

It speaks volumes. Probably about BOTH services.
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Old 08-18-2005, 09:10 AM   #39
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With over 100K sub adds per month, they should be very close to the 2 million mark by now. When they hit that number, I am sure there will be a press release. I am interested in that 4th satellite, with the hopes of improving indoor reception and adding "officially" Hawaii & Alaska. Whoever adds the last two states scores a PR win, thus becoming the first sat service to truly serve the entire nation, not just the 48 contiguous states. Overall most of the news was positive, growth is good so far, but the real jump will be in 4th Qtr.
I don't think a sat for Alaska and Hawaii is worth it.
All that money for how many possible subs?

Better coverage in the 48 has to be a bigger priority and a better business move.
Isn`t it possible to rent space from a Sat.already covering Hawaii & Alaska?
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