Wireless subscribers strongly prefer providers that use live humans to resolve problems to those that use non-human methods of interaction, according to a new study released by JD Power and Associates. The study found that customers that speak with a service rep over the phone had an average satisfaction index score of 109. The average index score for in-store help was 102. The average index score was 85 for automated response systems and 75 for those who sought help online, the company says. The results pose a serious challenge for wireless providers, many of which are turning to automated support technologies, according to JD Power.
For additional details on the JD Power survey:
- check out this company press release
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