February 6, 2014
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
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