Qualcomm and Teleepoch
Enter Into a 3G CDMA Subscriber Unit License Agreement, October
6, 2007
MTN chooses Cambridge Broadband
Networks for multi-service wireless network in Rwanda, October 6,
2007
Brazilian government to
publish 3G bidding rules soon, October 6, 2007
KTF 3G service suffers
from technical problems, October 6, 2007
Argentina’s Personal
lunches 3G service in Rosario, October 6, 2007
Russia has it's first 3G
network, October 6, 2007
AT&T could drop Alcatel-Lucent
as 3G mobile network supplier, October 6, 2007
Enea Extends License Agreement
with ZTE for 3G Handsets, October 2, 2007
LG to unveil premium handsets
in Brazil, October 2, 2007
KTF 3G subscribers doubled
in less than 3 months, October 2, 2007
3G policy in India will
be non-uniform, October 2, 2007
- previous news
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Fed-up customers will switch to rival operators - report
August 31, 2003
The percentage of wireless users who say they will switch service providers
nearly quadruples among those who rate their carrier below average in
customer care, according to the J.D. Power and Associates 2003 Wireless
Customer Care Performance StudySM released today.
The study provides a detailed report card of wireless customer care performance,
based on customer experiences with both the service representative and
automated response system (ARS).
The study indicates that among those whose satisfaction with the most
recent customer care transaction is below average, 26 percent report they
are "definitely" or "probably" likely to switch from their current carrier
in the next year-almost four times higher than for those who rate their
customer care experience above average (7%).
Minimizing the number of contacts needed to resolve an issue and reducing
the amount of time on hold prior to speaking with a service representative
are keys to a successful customer care transaction. About one-third of
those who said they waited 20 minutes or more on hold indicate they will
"definitely" or "probably" switch providers. Switching probability drops
to 12 percent for those who waited less than 2 minutes.
"It currently costs wireless providers between $300 and $425 to acquire
each new customer, so the ability to retain existing subscribers is increasingly
crucial in this industry," said Kirk Parsons, senior director of wireless
services at J.D. Power and Associates. "Wireless providers shouldn’t underestimate
the influence the customer care experience can have on retaining customers.
In most cases, this is the only time carriers have an opportunity for
personal contact with customers, and a good customer care experience can
actually raise satisfaction levels and increase future loyalty above the
level it was before the call to customer service."
The study utilizes a customer care index based on four key areas that
impact overall carrier performance. These are (in order of importance):
service representative interaction (44%); resolution contact frequency
(31%); ARS processing/navigation (13%); and hold time duration (12%).
Nextel and Verizon Wireless rank highest in a tie in customer care performance
among the seven largest wireless service providers. Nextel performs particular
well in the ARS area, specifically in navigation as it relates to instructions/prompts,
while Verizon Wireless consistently performs above the industry average
in all areas, particularly in having service representatives who understand
customer issues and in shorter hold times.
T-Mobile, Cingular and AT&T Wireless also perform above the industry
average.
The study finds several key wireless customer care patterns:
- More than one-half (55%) of wireless users have contacted customer
care within the past year.
- Among those who contact their carrier, 76 percent do so via phone;
21 percent through the carrier’s retail store; and 3 percent by e-mail/Internet.
- The average reported hold time before customers are able to reach
speak with a service representative is 5:36 minutes.
The 2003 Wireless Customer Care Study is based on experiences reported
by 16,800 wireless users.
Click
here to view the full chart.
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3G Motorola A920
