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.
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.
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.
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