Candace Lombardi of CNet News.com reports on the new J.D. Powers semiannual study on the wireless phone industry. Here are some interesting stats:
59 percent of wireless phone customers called their service provider within a 12-month period--the highest percentage since 2000
45 percent of customers called about service billing issues
51 percent of those customers called to complain about charges they suspected were incorrect
74 percent of customers made most of their service inquiries by phone
For the first half of 2006, it took an average of 3.59 minutes to reach a service representative, a 4.3 percent increase over the 3.44-minute average in 2005.
22 percent of customers visited a retail wireless store to get help where they waited an average of 8 minutes to talk to someone
» Wireless Customer Service: Hot Topic of Conversation from CustomersAreAlways
Within my circles of friends, the hot topic of conversation these days seems to be the Apple iPhone and wireless cell phone providers. One day my four friends and I spent at least fifteen minutes comparing cell phone plans and... [Read More]
Tracked on: July 6, 2007 3:41 PM | Permalink to Trackback