According to a recent report from In-Stat, wireless carriers have moderately improved their customer service and ability to reduce customer complaint and churn rates but still have plenty of room for improvement. One-in-eight wireless subscribers rated their wireless service provider's customer service as "excellent." The highest US company had a 21 percent "excellent" rating, while the lowest company posted a 7 percent rating. The report found that billing was one of the best parts of customer service, while lengthy hold times and one-call resolution were the worst components. In-Stat also noted that customer service was a factor in both customer churn rate and frequency of complaints. Customers who have been with the provider for one to two years are the most likely to churn, while new and long-term customers are the least likely to leave.
For more on the latest In-Stat report:
- see this press release