J.D. Power and Associates: Carriers are getting faster in resolving customer care issues
By Dusan Belic on Wednesday, July 25th, 2007 at 9:01 AM PST In Carriers, Research
It’s nice to know that carriers are getting better with customer support. Yeah, I know we all had our moments with carriers, but according to J.D. Power and Associates’ latest report, wireless subscribers are increasingly reporting that their issues are being resolved faster.
Highlights:
- 81% of customers reported that their problem is resolved in what they consider a “timely manner.”
- Networks are getting better – 28% of users with service problems contacted their carrier due to call quality issues, a considerably down from 48% in 2004.
- More than 40% of users have contacted the customer care service within the past year: 43% had a billing-related service inquiry, and 56% of these contacts were attributed to inaccurate charges.
- Among customers who contact their carrier, 73% do so by telephone, 23% through their carrier’s retail store, while E-mail/Internet accounts for only 4% of customer contacts.
- For a sixth consecutive reporting period, T-Mobile (NYSE: DT) ranks highest among the largest wireless carriers, followed by AT&T (NYSE: T), Verizon (NYSE: VZ) Wireless, Alltel and Sprint (NYSE: S) Nextel.
The J.D. Power and Associates 2007 Wireless Customer Care Performance Study-Volume 2 is based on responses from more than 10,500 wireless customers who contacted their carrier’s customer care department within the past year. You can read the full release from here, or visit J.D. Power and Associates’ website to get more information.
