COSTA MESA, Calif.: 11 Oct. 2018 — Business wireless customers with an assigned representative for customer assistance have vastly higher satisfaction than those who must call a general help line, according to the J.D. Power 2018 U.S. Business Wireless Satisfaction Study.SM
All three segments in the study show increases in overall customer satisfaction, with the segment of large enterprise companies having the highest overall satisfaction with a score of 838 (on a 1,000-point scale), up from 813 in 2017.
“When customers have a specific point of contact, it reduces the amount of time on hold, reduces the likelihood of being transferred and it increases their level of understanding,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power. “Having more direct-contact representatives available not only increases customer service satisfaction, but it can increase customer loyalty in the long run.”
The 2018 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors: performance and reliability; customer service; sales representatives and account executive; billing; cost of service; and offerings and promotions. Overall satisfaction is measured among three key segments: large enterprise (500 or more employees); small/midsize (20-499 employees); very small business (1-19 employees).
T-Mobile (871) ranks highest in the large enterprise segment. AT&T (843) ranks second, while Verizon (834) ranks third.
T-Mobile (846) ranks highest in the small/medium business segment, with Verizon (835) ranking second and AT&T (827) ranking third.
T-Mobile (826) ranks highest in the very small business segment, followed by Verizon (788) and AT&T (755).
The study is based on responses from 2,731 business decision makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in July-August 2018.
For more information about the U.S. Wireline studies visit: https://www.jdpower.com/business/resource/us-business-wireless-customer-satisfaction-study
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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