Welcome!

News Feed Item

J.D. Power Reports: Customer Satisfaction Is Severely Impacted When Wireless Customers Make Multiple Contacts Across Care Channels to Resolve Problems

T-Mobile Ranks Highest in Wireless Customer Care Performance among Full-Service Carriers; MetroPCS Ranks Highest among Non-Contract Carriers

WESTLAKE VILLAGE, Calif., July 31, 2014 /PRNewswire/ -- When wireless customers need to shift between care channels to resolve their initial inquiry, satisfaction declines considerably and the propensity to switch carriers more than doubles, according to the J.D. Power 2014 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 2 and the J.D. Power 2014 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 2, both released today.

J.D. Power corporate logo.

Now in their 12th year, these semiannual studies offer a detailed report card on how well wireless carriers provide customer service via three main contact channels: telephone (which consists of three sub-channels—Automated Response System (ARS) then Customer Service Representative (CSR); CSR only; and ARS only); walk-in (retail store); and online. The studies measure satisfaction with each contact method and analyze processing issues, such as the efficiency of problem resolution and the duration of hold times.

"It's imperative that wireless service carriers improve their ability to resolve customer issues in one contact and reduce the number of service channels customers need to visit to address their problem," said  Kirk Parsons, senior director of telecommunications at J.D. Power. "Understanding the types of problems customers contact their carrier about and driving them to the appropriate channel for problem resolution the first time will reduce operating costs and improve the overall customer experience. Improving customer satisfaction leads to long-term loyalty."

Overall satisfaction among wireless full-service customers is 776 (on a 1,000-point scale) and 717 among non-contract wireless customers. Full-service customers experience higher service scores across most of the contact channels and have lower hold times and higher first-call resolution frequency. Overall satisfaction with the wireless care experience in both the full-service (786) and non-contract (732) segments has declined from the 2013 Volume 2 studies by 10 and 15 points, respectively.

KEY FINDINGS

  • Satisfaction with customer care among those requiring multiple channels to resolve their problem is 755, compared with 772 among those who resolve their issue using a single channel.
  • Forty percent of customers using multiple channels to resolve their problem say they "definitely will" or "probably will" switch their carrier, compared with just 17 percent of those who resolve their problem via a single channel.
  • Industry-wide, 25 percent of wireless service customers' contacts are the result of a previous attempt to resolve the same problem via another contact channel.
  • Thirty-eight percent of multi-channel customer service contacts originate in a store, followed by 33 percent originating online and 29 percent by phone.
  • Among customers originally going to a carrier store, 82 percent ultimately call their carrier, while 18 percent go online when they are unable to resolve their issue. Additionally, when customers originally contact by phone, 53 percent are sent to a store, while 47 percent are sent to the online channel to resolve their issue.
  • Multiple-channel contacts are more often required to resolve problems related to billing issues (36%); service options/equipment (35%); network connection issues (21%); and incorrect charges (13%) than are contacts resolved via a single channel.
  • On average, problems that are resolved via multiple contact channels take 21.7 minutes to resolve via the last channel used, compared with just 14.9 minutes for problems resolved using a single channel.

The 2014 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 is based on responses from 6,131 full-service wireless customers. The 2014 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2 is based on responses from 2,518 non-contract wireless customers. Both semiannual studies are based on the experiences of current customers who contacted their carrier's customer care department within the past six months. The study was fielded from January 2014 through June 2014.


Overall Customer Satisfaction Index Scores

J.D. Power.com Power Circle RatingsTM


 (Based on a 1,000-point scale)

For Consumers




Full-Service






T-Mobile

792

5

AT&T

788

5

Full-Service Average

776

3

Verizon Wireless

772

3

Sprint Nextel

748

2




Non-Contract






MetroPCS

741

5

Virgin Mobile

733

4

Cricket

721

3

TracFone

720

3

Boost Mobile

718

3

Non-Contract Average

717

3

Straight Talk

684

2

Net10

667

2

Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info
About McGraw Hill Financial www.mhfi.com 

Logo - http://photos.prnewswire.com/prnh/20130605/LA26502LOGO

SOURCE J.D. Power

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Qosmos has announced new milestones in the detection of encrypted traffic and in protocol signature coverage. Qosmos latest software can accurately classify traffic encrypted with SSL/TLS (e.g., Google, Facebook, WhatsApp), P2P traffic (e.g., BitTorrent, MuTorrent, Vuze), and Skype, while preserving the privacy of communication content. These new classification techniques mean that traffic optimization, policy enforcement, and user experience are largely unaffected by encryption. In respect wit...
Deploying applications in hybrid cloud environments is hard work. Your team spends most of the time maintaining your infrastructure, configuring dev/test and production environments, and deploying applications across environments – which can be both time consuming and error prone. But what if you could automate provisioning and deployment to deliver error free environments faster? What could you do with your free time?
SYS-CON Events announced today that Hitrons Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Hitrons Solutions Inc. is distributor in the North American market for unique products and services of small and medium-size businesses, including cloud services and solutions, SEO marketing platforms, and mobile applications.
Smart Cities are here to stay, but for their promise to be delivered, the data they produce must not be put in new siloes. In his session at @ThingsExpo, Mathias Herberts, Co-founder and CTO of Cityzen Data, will deep dive into best practices that will ensure a successful smart city journey.
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
SYS-CON Events announced today that eCube Systems, a leading provider of middleware modernization, integration, and management solutions, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. eCube Systems offers a family of middleware evolution products and services that maximize return on technology investment by leveraging existing technical equity to meet evolving business needs. ...
DevOps at Cloud Expo – being held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Am...
Pulzze Systems was happy to participate in such a premier event and thankful to be receiving the winning investment and global network support from G-Startup Worldwide. It is an exciting time for Pulzze to showcase the effectiveness of innovative technologies and enable them to make the world smarter and better. The reputable contest is held to identify promising startups around the globe that are assured to change the world through their innovative products and disruptive technologies. There w...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
SYS-CON Events announced today that StarNet Communications will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. StarNet Communications’ FastX is the industry first cloud-based remote X Windows emulator. Using standard Web browsers (FireFox, Chrome, Safari, etc.) users from around the world gain highly secure access to applications and data hosted on Linux-based servers in a central data center. ...
Traditional on-premises data centers have long been the domain of modern data platforms like Apache Hadoop, meaning companies who build their business on public cloud were challenged to run Big Data processing and analytics at scale. But recent advancements in Hadoop performance, security, and most importantly cloud-native integrations, are giving organizations the ability to truly gain value from all their data. In his session at 19th Cloud Expo, David Tishgart, Director of Product Marketing ...
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
There is growing need for data-driven applications and the need for digital platforms to build these apps. In his session at 19th Cloud Expo, Muddu Sudhakar, VP and GM of Security & IoT at Splunk, will cover different PaaS solutions and Big Data platforms that are available to build applications. In addition, AI and machine learning are creating new requirements that developers need in the building of next-gen apps. The next-generation digital platforms have some of the past platform needs a...
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...