J.D. Power and Associates said Thursday that wireless customer service has improved overall as hold times and problem resolution has improved from six months ago. Verizon, T-Mobile and Alltel, which was acquired by Verizon, led the research firm’s customer service rankings.
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 was resolved on a first contact, up from 66 percent in February. Hold times also averaged 5.55 minutes; down from 6.58 minutes in February, according to J.D. Power.
In general, J.D. Power identified the following customer service trends in wireless:
• A third of contacts are about the cost of service.
• Among customers that contact their carrier two to three times to fix an issue, 17 percent are likely to switch carriers. If a problem is solved in one contact, 10 percent are likely to switch.
• Fifteen percent of contacts are due to calls or text messages from carriers.