Wireless Customer Service: Not Over the Hump Yet

Summary

As the US wireless market continues to grow and the industry consolidates, customer service is becoming increasingly important for customer satisfaction and retention. This report was compiled both through a survey of over 1,100 US wireless customers and extensive interviews with key wireless industry insiders. The report answers the questions: "Is the quality of customer service important in reducing churn?" and, "Are the latest customer service initiatives undertaken by US wireless carriers working?" Wireless carriers covered in-depth include Sprint PCS, Nextel, Verizon Wireless, T-Mobile and Cingular/AT&T Wireless. This report is intended for customer service executives in all wireless companies, worldwide, and for those companies hoping to enter the market as MVNOs.