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 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
    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
    From The Founder
    Is your network built on 'The Old IP,' or are you part of 'The New IP' revolution?
    LRTV Documentaries
    A Cultural Shift for an OTT World

    9|26|14   |   01:41   |   (3) comments


    Telcos need to embrace a new approach to partnerships if they are to generate extra revenues quickly and give customers what they want.
    LRTV Documentaries
    New Skills Needed as Telecom, IT Collide

    9|26|14   |   4:07   |   (1) comment


    As telecom and IT collide, new technologies are emerging, new skills are needed and new opportunities for women are arising.
    UBB Forum News
    Do IP Networks Need An Overhaul?

    9|25|14   |   02:01   |   (0) comments


    As traffic levels ramp, do IP networks need new technologies and topologies?
    LRTV Documentaries
    Sprint Wields Its Influence in the Valley

    9|25|14   |   3:09   |   (11) comments


    Anne-Louise Kardas, Sprint's connection to startups in the Valley, explains how telcos can be innovative and find new opportunities with partners.
    LRTV Documentaries
    SDN, NFV & The Future of XO's Network

    9|25|14   |   3:47   |   (0) comments


    XO Communications COO Don MacNeil explains how cloud, SDN and NFV are altering its network requirements as well as changing data centers of the future.
    UBB Forum News
    The OTT Conundrum

    9|24|14   |   01:39   |   (0) comments


    What is holding back prosperous partnerships between telcos and the OTT players?
    LRTV Documentaries
    Putting Broadband to Work

    9|24|14   |   01:26   |   (0) comments


    High-speed broadband network rollout is key to telco strategies, but it's what happens after the network is built that counts.
    Light Reedy
    Light Reading's Women in Telecom Recap

    9|24|14   |   0:55   |   (4) comments


    Our first Women in Telecom breakfast was a huge success, and we hope you'll join us in London for the next event on November 6.
    UBB Forum News
    Monetizing Ultra-Broadband

    9|24|14   |   01:43   |   (2) comments


    Ultra-broadband networks need to be built, with fiber-to-the-premises the ultimate goal, but they need to be monetized, too.
    LRTV Huawei Video Resource Center
    Sales Director of INIT on Plug & Play Switch Devices

    9|19|14   |   3:21   |   (0) comments


    INIT Italy uses both the Huawei S5700 and S7700 series switches for the campus LAN environment. Sales Director Andrea Curti says their company chose these Huawei devices over others because of their performance, flexible scalability and plug-and-play features.
    LRTV Huawei Video Resource Center
    Saudi Arabia Upgrades Vocational Training System

    9|19|14   |   3:31   |   (0) comments


    The Technical and Vocational Training Corporation (TVTC) has 100,000 students, 150 government-owned institutions and oversees 1000 private institutes. The CIO of TVTC explains that Huawei devices have allowed them to manage multiple datacenters using just one software program, scientifically tracking the progress of students and teachers, saving them millions.
    LRTV Huawei Video Resource Center
    Huawei's Media Solutions Are Here to Stay

    9|19|14   |   4:35   |   (0) comments


    The current media revolution requires rapid upgrades in technology. New formats (HD, 3D, 4K etc.) and the subsequent explosion of file sizes demand sophisticated network and storage architecture. Social media and the multiple distribution channels require a robust asset management system. Gartner analyst Venecia Liu speaks about the current technological trends in ...
    Upcoming Live Events
    October 29, 2014, New York City
    November 6, 2014, Santa Clara
    November 11, 2014, Atlanta, GA
    December 2, 2014, New York City
    December 3, 2014, New York City
    December 9-10, 2014, Reykjavik, Iceland
    June 9-10, 2015, Chicago, IL
    Infographics
    Half of the world's population will be connected to the Internet by 2017, but not just by smartphones and desktops.
    Hot Topics
    Facebook Pokes Around LTE Direct
    Sarah Reedy, Senior Editor, 9/25/2014
    Sprint Wields Its Influence in the Valley
    Sarah Reedy, Senior Editor, 9/25/2014
    Is Redbox Instant Shutting Down?
    Mari Silbey, Independent Technology Editor, 9/30/2014
    US Ignite Cultivates Gigabit Apps
    Jason Meyers, Senior Editor, Utility Communications/IoT, 9/25/2014
    Like Us on Facebook
    Twitter Feed