WIRELESS CARRIERS RISK DEFECTIONS WITH INCREASED SERVICE HOLD TIMES

摘要

Wireless customers wait 4.4 minutes on average to talk to customer service, up 34 percent from 2003, J.D. Power and Associates said. Nearly half of all wireless customers contacted customer service in 2007, it said, 75 percent by phone, 24 percent by visiting the provider's retail store and 1 percent by e-mail, Power said. Customers visiting stores to make inquiries report waiting seven minutes on average before speaking with a representative, it said. Customers put on hold by customer service are 83 percent likelier to switch wireless carriers than those who aren't, the report said. Verizon Wireless ranks highest in wireless customer care, followed by Alltel, T-Mobile and AT&T, it said.