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Articles tagged with: J.d. Power and Associates and Customer Care
Customer Service Hold Times for Mobile Phone Customers Reach an All-Time High
America's wireless phone customers who call their provider when experiencing a problem are waiting on hold longer than in the past to speak with a service representative, according to the J.D. Power and Associates 2008 Wireless Customer Care Performance Study. more
Related Tags: t-mobile, verizon-wireless, verizon, alltel, seven, j.d.-power, mp3, USA
Despite Higher Costs - Customers Report High Levels of Satisfaction with Wireless Plan Upgrades
Wireless customers who subscribe to plans that offer additional services such as in-network calling and unlimited text and picture messaging are typically more satisfied and exhibit greater loyalty than subscribers without unlimited plans, according to a J.D. Power and Associates report. more
Related Tags: text-messaging, verizon-wireless, verizon, alltel, driving, j.d.-power, USA
Data Services Driving Up American ARPU
Overall spending for wireless service has increased significantly from 2004 as customers continue to try new non-voice service offerings such as text messaging and games/music file downloads, according to a new J.D. Power and Associates Study. During the past three-year period, the average monthly wireless bill has increased a full US$11 -- from US$55 in 2004 to US$66 in 2006. The increase in monthly spending comes mainly from a rise in overall wireless usage, new reported product/service uptake in data and text messaging, added FCC regulation for 911 calls and WNP (Wireless Number Portability) fees, and new state/local service taxes. more
Related Tags: text-messaging, alltel, qwest, u.s.-cellular, fcc, 911, j.d.-power
Customers Having to Make More Calls to Resolve Problems - report
Wireless users who have problems or issues with service need to contact their current provider more often than in the past in order to resolve the inquiry, according to a new J.D. Power and Associates report. The study, in its fourth year, now provides a detailed report card on a semi-annual basis of wireless provider customer care performance based on customer experiences with three point-of-contact methods: telephone with a service representative and/or automated response system (ARS); walk-in at a retail store; and online Internet connection. more
Related Tags: alltel, j.d.-power
TELECOM REPORT: Fast-growing Inphonic Comes Back
WASHINGTON (Dow Jones) -- Online vendor Inphonic Inc. sits at the crossroads of two important consumer trends: millions of Americans buy or switch wireless phone service each year and are turning to the Internet to find a new plan. more
Related Tags: thomson, pops, amazon, radioshack, hawaii, j.d.-power
T-Mobile tops customer care study
Customer service issues that are handled by a service representative, either over the phone or at a retail store, generate significantly higher customer care ratings than non-human, computer-generated interaction, according to the J.D. Power and Associates 2005 Wireless Customer Care Performance Study. more
Related Tags: alltel, switches, j.d.-power
Unhappy customer more likely to switch carriers - report
The percentage of wireless users who say they will switch service providers nearly quadruples among those who rate their carrier below average in customer care, according to the J.D. Power and Associates 2003 Wireless Customer Care Performance Study. The inaugural study provides a detailed report card of wireless customer care performance, based on customer experiences with both the service representative and automated response system (ARS). more
Related Tags: j.d.-power