Topics Mobile Tech News Friday, April 19


Contact us

Site search:
complete archives list

Site Sponsors:

Don't forget AT&T and Verizon promo codes at to save money.

Wireless Providers Making Modest Progress in Improving Customer Service
Posted: 01-Dec-2005 [Source: In-Stat]

[In-Stat finds wireless providers are making some progress in reducing customer churn and complaint rates.]

Scottsdale, AZ -- Wireless service providers are having some success in reducing customer service churn and complaint rates, but they still have significant challenges ahead, reports In-Stat. About one in eight wireless customers considered their wireless carrier's customer service "excellent," although the results for individual U.S. carriers ranged from a low of 7% to a high near 21%. The high-tech research firm found several customer service topics that received praise and complaint for each wireless carrier regarding hold times, service policies, first-call problem resolution, and customer service representative attitude. These findings are the result of an In-Stat survey of U.S. wireless subscribers and of extensive interviews with key wireless industry insiders.

"Customer service efforts appear to be contributing both to churn rate reduction, a key factor in company financial performance, and in the reduction of the relative complaint rate," said David Chamberlain, In-Stat analyst. "Nevertheless, a substantial number of subscribers are, or could soon become, defectors."

A recent report by In-Stat found the following:

* In most cases, satisfaction with customer service nearly mirrors subscribers' overall attitude toward the carrier.

* Efficient handling of billing problems is now considered one of the best parts of the customer service experience. Lengthy hold times and one-call resolution are the worst.

* Customers are indifferent about Web-based or voice-response self-care initiatives.

* Both the newest and longest-term customers are the least likely to churn. However, among those in the middle -- customers who have been with the carrier from one to two years -- more than 25% indicate they probably or definitely will switch to another carrier.


Back to Headlines...

Apple Watch Apple Watch

iPhone 6 and iPhone 6 Plus iPhone 6 and iPhone 6 Plus

Amazon Fire Amazon Fire

Samsung Z - Tizen Samsung Z - Tizen


HTC One mini 2 HTC One mini 2

OnePlus One OnePlus One

HTC One (M8) HTC One (M8)

Samsung Gear 2 Tizen Watch Samsung Gear 2 Tizen Watch

HP VoiceTab HP VoiceTab

T200 octa-core T200 octa-core

Nokia 2520 Tablet Nokia 2520 Tablet

Samsung Galaxy Round Samsung Galaxy Round

BlackBerry Z30 BlackBerry Z30

iPhone 5S and iPhone 5C iPhone 5S and iPhone 5C

Samsung Galaxy Mega Samsung Galaxy Mega

Sony SmartWatch 2 Sony SmartWatch 2

iOS 7 iOS 7

Jolla Jolla

BlackBerry Z10 BlackBerry Z10

Galaxy S 4 Galaxy S 4

Galaxy Note 8.0 Galaxy Note 8.0

Ubuntu on Tablets Ubuntu on Tablets

LG Optimus G Pro L-04E LG Optimus G Pro L-04E

Firefox OS Firefox OS

Sony Zperia Z Sony Zperia Z


Valid HTML 4.1!

RSS © 1999-2019 Traques LLC
All times recorded in UTC