Highlights of the 2009 Wireless Customer Care Performance Study—Volume 2 include:
- Alltel, T-Mobile, and Verizon Wireless rank highest in wireless customer care performance, in a tie, each with a score of 747.
- Alltel performs particularly well when contacts are resolved through customer visits to the retail store and ARS (automated response system), while T-Mobile’s strength is in transferring customers from an automated response system to a live service representative.
- Verizon Wireless performs well with regard to identifying customer problems quickly and resolving them efficiently with service representatives.
- Nearly one-third of contacts pertain to the customer’s cost of service.
- Among customers who contact their carrier by phone two to three times to resolve an issue, 17 percent report they are likely to switch wireless carriers in the future. In comparison, just 10 percent of customers are likely to switch when the issue is resolved in one contact.
- Fifteen percent of contacts result from calls or text messages originated by the wireless carrier. Those customers who contact their carrier after receiving these communications are more satisfied (744, on average), than customers who do not receive proactive contact from their carrier (730).
About the Study
The 2009 Wireless Customer Care Performance Study—Volume 2 is based on responses from more than 12,000 wireless customers who contacted their carrier’s customer care department within the past year. The study was fielded January through June 2009.
For More Information:
