Tag Archives: Alltel

Verizon, T-Mobile lead in wireless customer service; AT&T, Sprint below average

ZDnet reports that Verizon and T-Mobile have lead the U.S. wireless carriers in overall customer service. The report said that wireless customer service has improved overall as hold times and problem resolution has improved from six months ago.

Overall, customer care performance has improved to 735 on a 1,000 point scale. That’s up 12 points from February. Seventy-six percent of calls to customer service were resolved on first contact, up from 66 percent in February. Hold times also average 5.55 minutes, down from 6.58 minutes in February, according to J.D. Power.

Very interesting news for iPhone and Palm Pre users.

Verizon and T-Mobile Stay Ahead in Wireless Customer Service

This post on ZDNet shares that according to JD Power and Associates wireless customer service has improved overall since 6 months ago. The wireless companies that led the rankings in customer service were Verizon, T-Mobile, and Alltel.

Some significant number changes include average wait times changing from 6.58 minutes to 5.5 minutes and the percent of calls that were resolved on first contact changing from 66% to 76%. Here are other trends identified by JD Power on the ZDNet post:

  • A third of contacts are about the cost of service.
  • Among customers that contact their carrier two to three times to fix an issue, 17 percent are likely to switch carriers. If a problem is solved in one contact, 10 percent are likely to switch.
  • Fifteen percent of contacts are due to calls or text messages from carriers.