A new user satisfaction survey by J.D. Powers & Associates ranks T-Mobile USA as the top carrier for customer service out of the five major carriers in the U.S. The survey is the seventh consecutive J.D. Powers survey that T-Mobile has won. The survey took into account customer service via telephone, retail store and Internet and include metrics like hold-time duration and the number of representatives it takes to resolve an issue.
According to the study, 47 percent of U.S. subscribers contacted their carrier for service-related issues last year. About 42 percent had billing issues, while 57 percent had inaccurate charges issues. About 73 percent of those subscribers contacted their provider via telephone and only 4 percent used the Internet.
Meanwhile, Verizon Wireless issued its own press release on user satisfaction: The carrier released a table that compares churn rates among the top four carriers. Verizon Wireless noted that for the thirteenth consecutive quarter it has has the lowest customer turnover rate. Verizon Wireless posted a 1.2 percent blended (both postpaid and prepaid) churn rate for the fourth quarter.
For more on customer satisfaction:
- read this report [1] from MobileBurn
- check out this release [2] from Verizon Wireless
Related:
T-Mobile's previous customer satisfaction survey win. [3]
Links:
[1] http://www.mobileburn.com/news.jsp?Id=4069&source=HOME
[2] http://biz.yahoo.com/prnews/080204/nym015.html?.v=101
[3] http://www.fiercewireless.com/story/survey-t-mobile-usa-still-tops-customer-satisfaction/2007-07-26