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Social Media Emerges as Wireless Customer Service Channel of Choice, J.D. Power FindsCOSTA MESA, Calif., Jan. 18, 2018 /PRNewswire/ -- Could social media be realizing its true calling as the ultimate customer service channel? According to the J.D. Power 2018 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 1 and the J.D. Power 2018 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 1, both released today, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. "Personalized feedback, rapid-fire response time and interaction with live humans are some of the primary factors driving the highest levels of customer satisfaction with wireless carrier customer service and, increasingly, customers appear to be finding that formula through alternative channels such as social media," said Peter Cunningham, Technology, Media, and Telecommunications Practice Lead at J.D. Power. "That doesn't mean call centers and brick-and-mortar stores are no longer relevant; in fact, personalized assistance via phone, app and face-to-face are still critical to customer satisfaction." Following are key findings of the 2018 studies:
Study Rankings For full-service carriers, T-Mobile ranks highest with a score of 828. Verizon Wireless (822) ranks second and AT&T (811) ranks third. The full-service segment average is 811. For non-contract full-service carriers, MetroPCS ranks highest with a score of 828. Cricket (814) ranks second and Boost Mobile (804) ranks third. The segment average is 808. For non-contract value carriers, Consumer Cellular ranks highest with a score of 880. Straight Talk (770) ranks second and Net10 (760) ranks third. The segment average is 779. The 2018 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 1 are redesigned this year to provide deeper insight into assisted care and unassisted care customer service channels. This allows a deeper understanding of customer interaction across 12 different customer service channels: phone customer service reps; in-store contact; online chat; email; social media post; carrier app question post; automated telephone systems; website search; social media search; user forum; video from carrier; and carrier app search. Both studies collectively surveyed 15,668 customers who contacted their carrier's customer care department within the past three months. The studies were fielded from July through December 2017. For more information about the U.S. Wireless Customer Care Performance Studies, visit http://www.jdpower.com/resource/us-wireless-customer-care-performance-study. See the online press release at http://www.jdpower.com/pr-id/2018004. 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. Study Rankings
Power Circle Ratings Legend Award-Eligible Full-Service Carriers Included in the Study
Award-Eligible Non-Contract Carriers Included in the Study
Media Relations Contacts About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info
View original content with multimedia:http://www.prnewswire.com/news-releases/social-media-emerges-as-wireless-customer-service-channel-of-choice-jd-power-finds-300583717.html SOURCE J.D. Power |