Is wireless customer service improving?

Spoken | August 9, 2016

Howardlee Howard Lee, CEO of Spoken Communications

This week, I took a little time to cruise Google for mentions of “customer service.” The biggest eyebrow raise was ZDNet reporting on a JD Powers report that wireless customer service has been getting better

ZDNet summarizes from the JD Powers report:

Overall, customer care performance has improved to 735 on a 1,000 point
scale. That’s up 12 points from February. Seventy-six percent of calls
to customer service were resolved on first contact, up from 66 percent
in February. Hold times also average 5.55 minutes, down from 6.58
minutes in February, according to J.D. Power.

Judging from the comments to the post, customers disagree that any wireless carrier is providing excellent customer service. I’m reminded of our CTO Gilad Odinak, who recently returned from India, where his cell phone works perfectly and never drops a call. He claims that people in the U.S. are used to such abysmal service from wireless providers that if a wireless device works the way it’s supposed to (making clear calls) for even a short period of time, that provider is hailed as being better than others. He claims that Americans have become accustomed to bad service from wireless providers. What do you think?

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