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Wireless Customers Generally Satisfied, but Poor Problem Resolution Can Sink U.S. Carrier Retention, J.D. Power FindsCOSTA MESA, Calif., July 27, 2017 /PRNewswire/ -- Tread carefully, wireless carriers! U.S. customers are generally satisfied with their service—until a carrier makes them work too hard to resolve a problem, according to the J.D. Power 2017 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 2 and the J.D. Power 2017 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 2, both released today. A fast resolution to a problem—whether companies try to solve it in-store, online or through social media—is the best way to both avoid customers' ire and curb their temptation of switching providers. This means reducing wait times, training staff to be skilled and knowledgeable and solving the problem on the first try are issues of paramount importance. Still, data from each study indicate there is considerable room for improvement. Following are key findings of the 2017 studies:
"Nobody wants to spend a lot of time trying to deal with an issue they shouldn't have had in the first place, and with wireless providers getting so competitive about pricing, coupled with the migration from the two-year contract, there are too many options for customers to stay in bad wireless relationships," said Peter Cunningham, technology, media & telecommunications practice lead at J.D. Power. "Customers believe carriers have a ways to go when it comes to reducing the amount of effort involved in problem resolution. But, if carriers focus on it, they will likely see churn decrease and profits increase. In particular, carriers should emphasize enhancing issue resolution via social media." Study Rankings For full-service carriers, Verizon Wireless ranks highest with a score of 797. AT&T (796) ranks second and T-Mobile (795) ranks third. The segment average is 789. For non-contract full-service carriers, Boost Mobile ranks highest with a score of 763. Virgin Mobile (755) ranks second and Cricket (752) ranks third. The segment average is 754. For non-contract value carriers, Consumer Cellular ranks highest with a score of 864. Net10 (725) ranks second and Straight Talk (721) ranks third. The segment average is 743. The 2017 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 and the 2017 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2 collectively surveyed 9,994 customers who contacted their carrier's customer care department within the past three months. The studies were fielded from January through June 2017. For more information about the J.D. Power 2017 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 2 and the J.D. Power 2017 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 2, visit http://www.jdpower.com/resource/us-wireless-customer-care-performance-study. See the online press release at http://www.jdpower.com/pr-id/2017112. J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Media Relations Contacts About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-infohttp://www.jdpower.com/about/index.htm Study Rankings
Award-Eligible Full-Service Carriers Included in the Study
Award-Eligible Non-Contract Carriers Included in the Study
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