Metric: Wireless consumers prefer Web to retail

According to a study conducted by Keynote Systems, 80 percent of wireless phone shoppers prefer to use carrier websites to evaluate plans and handsets compared to visiting carrier retail stores. T-Mobile USA's website was rated as the most "customer focused." T-Mobile USA's site also ranked first in design and ease of use. The wireless online customer experience study was based on research with 2,000 online consumers. The study ranked Virgin Mobile USA, Sprint, and Qwest highest in reliability, while Virgin Mobile, Qwest, and Cingular Wireless were rated highest in customer response.

For more on the wireless online customer survey:
- check out Keynote's website