The study also finds several key wireless customer care patterns:

• Customers who visit the provider's retail store for service inquiries report waiting an average of seven minutes before speaking with a representative and spend about 25 minutes in the store overall. T-Mobile customers report spending less than 19 minutes in stores to resolve their issues.
• 53 percent of wireless customers have contacted the customer care service center for assistance within the past year, marking a 6-percent increase from the same time period in 2008. Additionally, among customers who contacted the service department, 40 percent had service and equipment inquiries, and 39 percent had a billing-related service inquiry.

The 2009 Wireless Customer Care Performance Study-Volume 1 is based on responses from more than 13,000 wireless customers who contacted their provider's customer care department within the past year. The study was fielded in July through December of 2008.

For more information:

• See Wireless Customer Care Provider Ratings
• Read the press release
• Read more Telecom Articles