Light Reading
J.D. Power ranks MetroPCS highest among non-contract carriers.

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 StudyVolume 1 and the J.D. Power 2014 U.S. Wireless Customer Care Non-Contract Performance StudySMVolume 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
    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. 
    Flash Poll
    LRTV Custom TV
    A New Security Paradigm in SDN/NFV

    7|28|14   |   02:54   |   (0) comments


    Paul Shaneck, Global Director Network Solutions for Symantec, discusses the evolving virtualized network, explaining how Symantec is leading the security discussion as it relates to SDN and NFV, and helping to ensure the network is protected and compliant.
    LRTV Documentaries
    Sprint's Network Evolution

    7|24|14   |   14:59   |   (0) comments


    Sprint's Jay Bluhm gives a keynote speech at the Big Telecom Event (BTE) about Sprint's network and services evolution strategy, including Spark.
    LRTV Documentaries
    BTE Keynote: The Software-Defined Operator

    7|24|14   |   18:43   |   (1) comment


    Deutsche Telekom's Axel Clauberg explains the concept of the software-defined operator to the Big Telecom Event (BTE) crowd.
    Light Reedy
    Numbers Are In: LR's 2014 Salary Survey

    7|24|14   |   1:25   |   (7) comments


    Our fourth annual Salary Survey paints a picture of who's hiring, firing, earning, and yearning for a change in the telecom industry.
    LRTV Custom TV
    Driving the Network Transformation

    7|23|14   |   4:29   |   (0) comments


    Intel's Sandra Rivera discusses network transformation and how Intel technologies, programs, and standards body efforts have helped the industry migration to SDN and NFV.
    LRTV Custom TV
    Distributed NFV-Based Business Services by RAD

    7|18|14   |   5:38   |   (0) comments


    With the ETSI-approved Distributed NFV PoC running in the background, RAD's CEO, Dror Bin, talks about why D-NFV makes compelling sense for service providers, and about the dollars and cents RAD is putting behind D-NFV.
    LRTV Custom TV
    MRV – Accelerating Packet Optical Convergence

    7|15|14   |   6:06   |   (0) comments


    Giving you network insight to make your network smarter.
    LRTV Custom TV
    NFV-Enabled Ethernet for Generating New Revenues

    7|15|14   |   5:49   |   (0) comments


    Cyan's Planet Orchestrate allows service providers and their end-customers to activate software-based capabilities such as firewalls and encryption on top of existing Ethernet services in just minutes.
    LRTV Custom TV
    Symkloud NVF-Ready Video Transcoding, Big Data

    7|9|14   |   3:41   |   (0) comments


    Kontron and ISV partner Vantrix demonstrate high-performance video transcoding and data analytic solutions on same 2U standard platform that is ready for SDN and NFV deployments made by mobile, cable and cloud operators.
    LRTV Huawei Video Resource Center
    The Evolving Role of Hybrid Video for Competitive Success

    7|4|14   |   4:09   |   (0) comments


    At Huawei's Global Analysts Summit in Shenzhen, China, Steven C. Hawley from TV Strategies speaks to us about the evolving role of hybrid video for competitive success.
    LRTV Huawei Video Resource Center
    How CSPs Leverage Big Data in the Digital Economy

    7|4|14   |   4:48   |   (2) comments


    Justin van der Lande from Analysys Mason shares with us his views on how telecom operators can leverage customer asset monetization with big data. His discusses the current status of big data applications and the challenges and opportunities for telecom operators in the digital economy era.
    LRTV Huawei Video Resource Center
    Accelerator for Digital Business – Future Oriented BSS

    7|4|14   |   3:08   |   (0) comments


    Mobile and internet are becoming intertwined; IT and CT are integrating; and leading CSPs have begun to transform to information service and entertainment providers. How should the BSS system evolve to enable this transformation? Karl Whitelock, an analyst at Frost & Sullivan, shares his views.
    Upcoming Live Events!!
    September 16, 2014, Santa Clara, CA
    September 16, 2014, Santa Clara, CA
    October 29, 2014, New York City
    November 6, 2014, Santa Clara
    November 11, 2014, Atlanta, GA
    December 9-10, 2014, Reykjavik, Iceland
    Infographics
    Packet Design asks network professionals how they handle the cloud, SDN, and network management.
    Today's Cartoon
    Vacation Special Caption Competition Click Here
    Latest Comment
    Hot Topics
    Facebook: 30% of Users Are Mobile-Only
    Mitch Wagner, West Coast Bureau Chief, Light Reading, 7/24/2014
    Is Windstream Boldly Setting a New Trend?
    Carol Wilson, Editor-at-large, 7/29/2014
    Nokia Holds Steady in Q2, Raises Outlook
    Ray Le Maistre, Editor-in-chief, 7/24/2014
    U-verse Growth Slips But Still Strong
    Alan Breznick, Cable/Video Practice Leader, 7/24/2014
    Verizon Applies 3G Throttling Policy to LTE
    Sarah Reedy, Senior Editor, 7/25/2014
    Like Us on Facebook
    Twitter Feed