Disqus
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 ranks highest among the largest wireless carriers, followed by AT&T, Verizon Wireless, Alltel and Sprint 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.
About The Author
Dusan Belic
Dusan has been using smartphones since their introduction and is now following the latest trends in the industry. The "convergence" is what he's most excited about, and writing about it is the next logical thing to do. He thinks that using a smartphone is what everyone who cares about their time should do. In addition to his interests in mobile phones, Dusan also loves to experiment with the latest web and mobile 2.0 services. The idea of accessing and managing your information from any device no matter where you are simply amazes him. Whether it's an online to-do list, note taking service or a video sharing social network, he's there to try it out. He admits though, he's still searching for the ultimate web-based organizational tool, which "sings" perfectly with the mobile PIM application. Dusan used to run SymbianWatch.com which later became part of IntoMobile. He lives in Serbia, South-East Europe, from where he edits the site on a daily basis.
