Verizon Wireless and Alltel finished first and second in J.D. Power and Associates’ 2008 Wireless Customer Care Performance Study, Volume 2, with both companies preventing T-Mobile USA from winning its eighth consecutive title.
T-Mobile USA finished third in this edition of the semi-annual study, followed by AT&T, but all of the top 4 companies finished within 6 points in J.D. Power’s rankings – Verizon led with 103 while AT&T had 97. Sprint Nextel lagged far behind at 79, although the company recently announced a plan to improve its service.
However, a trend across all wireless carriers is that customers are waiting on hold longer to speak with human service representatives. The average time so far in 2008 is 4.4 minutes, up 34% from 2.3 minutes when first measured in 2003.
“As customers try new and increasingly complex wireless phone services and products – such as playing MP3 files, capturing still pictures or video or downloading ring tones – hey are more likely to call their provider for support,” said J.D. Power analyst Kirk Parsons, in a statement accompanying the survey results. “…With an increase in hold times, providers run the risk of decreasing customer satisfaction and losing customers to other providers, as switching levels are 83% higher among customers who are put on hold, compared with those who are not.”
In the past 6 months, 49% of customers contacted their carriers for help, with 75% of contacts still happening by telephone. J.D. Power surveyed 11,000 customers and found that Verizon did the best in resolving problems during the first contact, the research company said.
The results are good news for Verizon and Alltel, in the process of a $5.9 billion merger expected to close by the end of this year. The companies also took the top spots in J.D. Power’s recent call quality survey.