Holding company's responsible for their customer service practices including sharing valuable phone numbers, steps for reaching live representatives, customer service rankings, company boycott organization and more.

Thursday, August 13, 2009

T-Mobile and Verizon Wireless customer service lead the way

According to J.D. Power and Associates, T-mobile and Verizon Wireless lead the way in customer service within the cellular phone sector. Their study found these patterns:
  • Nearly one-third of contacts pertain to the customer's cost of service.
  • Among customers who contact their carrier by phone two to three times to resolve an issue, 17 percent report they are likely to switch wireless carriers in the future. In comparison, just 10 percent of customers are likely to switch when the issue is resolved in one contact.
  • Fifteen percent of contacts result from calls or text messages originated by the wireless carrier. Those customers who contact their carrier after receiving these communications are more satisfied (744, on average), than customers who do not receive proactive contact from their carrier (730).

Users on http://www.customerservicescoreboard.com/ seem to agree, ranking T-Mobile #20, and Verizon Wireless #23 out of 143 companies. Here is a look:

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