carcomptoy
01-29-2006, 02:01 PM
http://www.mobileburn.com/news.jsp?Id=1974&source=HOME
In the latest J.D. Power and Associates 'Wireless Customer Care Performance Study,' T-Mobile has come out on top of the five largest wireless carriers in the US for customer satisfaction when dealing with problems.
The survey takes into account three different forms of customer contact - over the telephone with a service representative or automated system, walk-in at a retail store, and over the Internet. Over the three categories, issues such as problem resolution, hold time, and customer interaction are all taken into account.
Coming in at a tied second place in the survey are ALLTEL and Verizon Wireless, followed by Cingular, with Sprint Nextel taking the last place position. The survey has found that customers need to contact a carrier an average of 1.94 times by phone to resolve an issue, which is an average yearly increase of 14% since the survey started in 2000, and the highest level recorded to date.
In the latest J.D. Power and Associates 'Wireless Customer Care Performance Study,' T-Mobile has come out on top of the five largest wireless carriers in the US for customer satisfaction when dealing with problems.
The survey takes into account three different forms of customer contact - over the telephone with a service representative or automated system, walk-in at a retail store, and over the Internet. Over the three categories, issues such as problem resolution, hold time, and customer interaction are all taken into account.
Coming in at a tied second place in the survey are ALLTEL and Verizon Wireless, followed by Cingular, with Sprint Nextel taking the last place position. The survey has found that customers need to contact a carrier an average of 1.94 times by phone to resolve an issue, which is an average yearly increase of 14% since the survey started in 2000, and the highest level recorded to date.