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Wireless Providers Making Modest Progress in Improving Customer Service

Posted on: Monday, 5 December 2005, 12:00 CST

Research and Markets (http://www.researchandmarkets.com/reports/c28799) has announced the addition of Wireless Customer Service: Not Over the Hump Yet to their offering.

As the US wireless market continues to grow and the industry consolidates, customer service is becoming increasingly important for customer satisfaction and retention. This report was compiled both through a survey of over 1,100 US wireless customers and extensive interviews with key wireless industry insiders.

The report answers the questions: "Is the quality of customer service important in reducing churn?" and, "Are the latest customer service initiatives undertaken by US wireless carriers working?"

Wireless carriers covered in-depth include Sprint PCS, Nextel, Verizon Wireless, T-Mobile and Cingular/AT&T Wireless. This report is intended for customer service executives in all wireless companies, worldwide, and for those companies hoping to enter the market as MVNOs.

This report found the following:

-- In most cases, satisfaction with customer service nearly mirrors subscribers' overall attitude toward the carrier

-- Efficient handling of billing problems is now considered one of the best parts of the customer service experience. Lengthy hold times and one-call resolution are the worst.

-- Customers are indifferent about web-based or voice-response self-care initiatives

-- Both the newest, and longest-term customers are the least likely to churn. However, among those in the middle - customers who have been with the carrier from one to two years - over 25% indicate they probably or definitely will switch to another carrier.

Companies Mentioned:

-- Cingular/AT&T Wireless

-- Nextel

-- Sprint PCS

-- T-Mobile

-- Verizon Wireless

For more information visit http://www.researchandmarkets.com/reports/c28799

Source: Business Wire

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