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Articles tagged with: J.d. Power and Customer Care
T-Mobile USA Tops Customer Care Survey
On average, wireless carriers that quickly and seamlessly transfer their customers from automated systems to live service representatives during service calls outperform carriers that handle the process less efficiently, according to a J.D. Power report. more
Related Tags: t-mobile, lte, verizon-wireless, verizon, alltel, seven, billing, USA
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, j.d.-power-and-associates, seven, 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-and-associates, USA
T-Mobile Tops Network Quality Survey
As usage continuously increases and the number of new data-centric service offerings grow, call performance and network reliability are becoming more critical to wireless customers demanding consistent quality connections, according to the latest J.D. Power survey. more
Related Tags: alltel, u.s.-cellular, cingular
Automated Customer Care Phone Lines Deters Customers
Customer service issues that are handled by a computer automated response system (ARS) on the telephone generate significantly lower customer care ratings when compared with issues handled by a live representative, according to a J.D. Power report. Overall, customers who speak with a service representative on the telephone provide an average index score of 127 points, which is significantly higher than the industry average of 98 points. However, customers contacting their carrier with a problem or inquiring through an ARS system rate their experiences significantly lower, averaging 92 index points. more
Related Tags: alltel
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, j.d.-power-and-associates, u.s.-cellular, fcc, 911
Complicated Phones Lead to Customer Care Headaches
Wireless phone customers who have problems or issues with their service are more likely to contact their current provider than they have been in the past in order to resolve the inquiry, according to a J.D. Power report. The study finds that 59 percent of wireless customers contact their provider within a 12 month period -- the highest level since measurement began in 2000. Since that time, the average incidence rate has steadily climbed. more
Related Tags: alltel
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-and-associates
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, j.d.-power-and-associates, hawaii
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, j.d.-power-and-associates, switches