“It’s doing exactly what pay-TV providers have hoped it would do’ it’s cutting churn and leaving customers more satisfied with their overall service. Some 28% of pay-TV customers were more satisfied with their service (compared to 24% a year ago), and 33% said they were less likely to change providers, and improvement from 25%.
The real winner may be hybrid TV offerings. GfK said that among consumers who have a pay-TV service AND streaming services, 39% said they’re less likely to change providers and 35% are more satisfied with their pay-TV service.” Read about the the study, ‘How People Use Media: TV Everywhere/VOD,’ from GfK and the of the post here.
This post on techGEER.com highlights how even though T-Mobile’s indoor reception and network might not be 100%, its customer service is something to brag about. According to J.D. Power and Associates 2nd volume of 2009 Wireless Sales Satisfaction Study, T-Mobile USA has ranked on top of the list as the nations most satisfying wireless carrier.
The survey was conducted from January 2009 to June 2009 and it involved more than 8,000 wireless subscribers. It will be interesting to see how the other big companies like Verizon and AT&T will respond and react to these survey results.
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.
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.