By Allen Tsai | Sat Feb 07, 2009 2:13 am |
T-Mobile, the fourth-largest cellular carrier in country, ranked highest in a recent customer care performance study by JD Power and Associates.
The Bellevue, Wash.-based carrier rated well for transferring customers from automated response systems to live service representatives. It also performed particularly well in walk-in and online methods of customer service.The study found that more than half of customers are prompted by an automated response system before being transferred to a live representative. "Much of T-Mobile's success can be attributed to its ability to reach the customer very quickly," said Kirk Parsons, Senior Director of Wireless Services at JD Power and Associates. "More than one-third of T-Mobile subscribers report waiting less than two minutes on hold to speak with a representative." T-Mobile scored a 755 on a 1,000-point scale. Verizon Wireless came in second with 749 followed by Alltel with 744. The survey is based on responses from more than 13,000 customers who contacted their carrier's customer care department within the past year.
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