Light Reading

AT&T Ranked Highest in Wireless Customer Care Performance of US Full-Service Carriers

Light Reading
News Wire Feed
Light Reading
2/6/2014
50%
50%

WESTLAKE VILLAGE, Calif. -- When wireless customers are not able to have their service inquiry resolved on the first contact, thus having to re-contact their carrier and spend additional time on the phone, customer satisfaction declines, according to the J.D. Power 2014 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1 and the J.D. Power 2014 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 1, both released today.

KEY FINDINGS

  • The re-contact rate among full-service wireless customers who contact their carrier by phone has risen to 23 percentage points from 17 percentage points in 2011, a 6 percentage point increase in two years.
  • Among full-service wireless customers who resolve their issue during a single phone call, satisfaction is 846 (on a 1,000-point scale) and declines to 662 when problem resolution takes two or more calls.
  • When customer service hold times are less than 5 minutes, overall customer care satisfaction is 843, compared with 603 when hold times are 15 minutes or longer.
  • The likelihood of full-service wireless customers switching carriers increases from 16 percent when their service call lasts less than 5 minutes to 30 percent when their call lasts 15 minutes or more.
  • Less than one-fifth (17%) of full-service wireless customers indicate that their most recent customer service inquiry was resolved in 5 minutes or less, while 20 percent indicate that resolution took 25 minutes or more.
  • Satisfaction among full-service wireless customers whose problem is resolved by a representative over the phone in less than 5 minutes is 881. Satisfaction among those full-service wireless customers who experience calls in excess of 25 minutes declines to 604.
  • More than one-fourth (26%) of the re-contact calls lasting more than 25 minutes are the result of a previous customer contact that was not resolved either by visiting a retail or carrier website.

    J.D. Power and Associates

    (1)  | 
    Comment  | 
    Print  | 
  • Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
    ScottEStewart0101
    50%
    50%
    ScottEStewart0101,
    User Rank: Lightning
    2/6/2014 | 4:46:08 PM
    Now if they could work on their bandwidth meters
    I'm still curious to how many customers on AT&T are calling in over inflated data charges. The last end billing date on my account shown 9.6Gb of usage on the AT&T Wireless meter (at 9:30pm final billing day), yet 5 days later when the billing spooled, their data usage billing inflated to nearly 11.5Gb of usage, billing my account overages without notice that it had gone over the initial 10Gb of usage for my data plan. While the AT&T billing rep credited my account the 15$ without much question, I have still filed a complaint with the FCC over the issue. I'm awaiting AT&T's Illinois rep to contact me so I can send them their usage spreadsheet math and proof of their meter/billing scam.

    It would also be worth noting AT&T's survey practices. If you call into the carrier and have what is deemed a nice call, you get sent text surveys. If you are angry with the carrier, you do not get a survey. 
    From The Founder
    Against the odds, Huawei is growing its telecoms networking equipment business in the US -- that should be ringing some alarm bells for domestic vendors.
    Flash Poll
    Live Streaming Video
    CLOUD / MANAGED SERVICES: Prepping Ethernet for the Cloud
    Moderator: Ray LeMaistre Panelists: Jeremy Bye, Leonard Sheahan
    Between the CEOs
    CEO Chat With Jeff Miller, ActiveVideo

    8|28|15   |   19:05   |   (0) comments


    Jeff Miller, President and CEO of ActiveVideo, talks to Light Reading founder and CEO Steve Saunders about the impact of virtualization on the TV and video distribution market.
    LRTV Huawei Video Resource Center
    Vodafone: Mobile Money Is About Customer Trust

    8|27|15   |   06.36   |   (0) comments


    Light Reading spoke with Vodafone's Ian Ravenscroft about the unique responsibilities and opportunities facing operators handling customers' financial transactions over the network.
    Telecom Innovators Video Showcase
    Palo Alto Networks on Expanding in the Carrier/Service Provider Market

    8|26|15   |   07:54   |   (0) comments


    Alfred Lee from Palo Alto Networks tells Steve Saunders about their new chassis-based system, the PA-7080, and how it can benefit service providers compared to legacy firewalls.
    LRTV Custom TV
    Global Services Forum Preview

    8|25|15   |   02:36   |   (0) comments


    Light Reading's CEO and Founder Steve Saunders talks about Huawei's upcoming Global Services Forum with the help of Heavy Reading's Patrick Donegan and Teresa Mastrangelo.
    Telecom Innovators Video Showcase
    Infoblox on DNS Threat Index

    8|19|15   |   04:39   |   (0) comments


    Dilip Pillaipakam from Infoblox talks to Steve Saunders about his company's core network services.
    Between the CEOs
    CEO Chat With Ihab Tarazi, Equinix

    8|14|15   |   20:18   |   (1) comment


    Equinix CTO Ihab Tarazi talks to Light Reading founder and CEO Steve Saunders about the dramatic changes in the data center, cloud and interconnect markets and discusses the impact of SDN and NFV in the coming years.
    Telecom Innovators Video Showcase
    The Netformx Ecosystem

    8|14|15   |   09:39   |   (1) comment


    Ittai Bareket, CEO of Netformx, talks with Steve Saunders about the Netformx Ecosystem, which employs cutting-edge prescriptive analytics to help solution providers maximize profits.
    Telecom Innovators Video Showcase
    Versa Networks on Leveraging VNFs

    8|12|15   |   07:37   |   (0) comments


    Kumar Mehta, founder and CEO of stealth mode startup Versa Networks, talks with Steve Saunders about how providers can best leverage virtualized network functions (VNFs).
    LRTV Custom TV
    Transforming the Network Through OPNFV

    8|5|15   |   7:09   |   (0) comments


    Sandra Rivera, VP Data Center Group; GM Network Platforms Group, Intel Corporation, on OPNFV Arno and how the industry is coming together to accelerate the deployment of NFV and transform the network.
    LRTV Huawei Video Resource Center
    Huawei ONS Product Demo

    8|3|15   |   6:01   |   (0) comments


    Huawei shows at Open Networking Summit 2015 in Santa Clara how its SDN and NFV solutions embrace openness.
    LRTV Custom TV
    End-User or Enterprise Benefits to the New IP

    7|30|15   |   04:27   |   (1) comment


    Andrew Coward discusses what the New IP means to end users or enterprise customers. He explains compelling reasons, including how every customer can get their own network, from the transformation to the New IP.
    LRTV Custom TV
    Network Visibility & the New IP

    7|30|15   |   02:23   |   (0) comments


    Mukund Srigopal provides an explanation of what network visibility is and how it is essential as service providers transition to the New IP. In addition, the importance of the network packet broker is discussed.
    Upcoming Live Events
    September 16-17, 2015, The Westin Galleria Dallas, Dallas, TX
    September 16, 2015, The Westin Galleria Dallas, Dallas, TX
    September 16, 2015, The Westin Galleria Dallas, Dallas, TX
    September 29-30, 2015, The Westin Grand Müchen, Munich, Germany
    October 14-15, 2015, New Orleans Ernest N. Morial Convention Center, New Orleans, LA
    November 5, 2015, Hilton Santa Clara, Santa Clara, CA
    November 17, 2015, Santa Clara, California
    December 1, 2015, The Westin Times Square, New York City
    December 2, 2015, The Westin Times Square, New York City
    All Upcoming Live Events
    Infographics
    Cisco's cloud and virtualization portfolio can increase business agility and innovation by building a more flexible network architecture.
    Hot Topics
    T-Mobile CEO Plays Data Traffic Cop
    Sarah Thomas, Editorial Operations Director, 8/31/2015
    Verizon Hums a Driving Tune
    Sarah Thomas, Editorial Operations Director, 8/26/2015
    CEO Chat With Bill Gates
    Steve Saunders, CEO and founder, Light Reading, 8/31/2015
    Time to Monetize Cable WiFi
    Alan Breznick, Cable/Video Practice Leader, 8/31/2015
    Like Us on Facebook
    Twitter Feed
    September 16, 2015
    WiFi First or Second?
    September 22, 2015
    Media Begins With “Me”
    Webinar Archive
    BETWEEN THE CEOs - Executive Interviews
    The scene: Last Saturday, lunchtime, the interior of a shi-shi-foo-foo eatery in Manhattan's SoHo district.
    Jeff Miller, President and CEO of ActiveVideo, talks to Light Reading founder and CEO Steve Saunders about the impact of virtualization on the TV and video distribution market.
    Cats with Phones
    Tastes Like Fish Click Here
    Please hold while I lick the phone.