The wireless carriers have proven, for nth time, its passion for customer dissatisfaction and lack of initiative towards improvement.

Based on the latest Forrester Customer Experience Index survey among 112 companies in 9 major industries using 3 metrics (usefulness, ease of use, and enjoyability of their experiences), NO wireless carrier was considered enjoyable to work with. No, it does not mean they are all naturally annoying. They simple failed to meet our demands and great expectations.



What makes Forrester Research more credible compared to the customer satisfaction surveys commissioned by these lousy wireless networks? Forrester does not confine its analysis in one industry alone thereby providing better perspective and measure.

Perhaps it's about time these guys heed the sensible advice of Bruce Temkin, the author of this report:

When it comes to customer experience, these firms should stop benchmarking each other, unless their goal is comparative mediocrity. If service providers want to break out of their customer experience funk, they need to look outside of their industry for best practices to emulate. This will take a significant effort, as it will require considerable shifts in the firms' processes and cultures.

Given the numerous mobile apps and mobile handsets coming out every month, most mobile consumers find it hard to cope with these dynamic changes. To make matters worse, our expectations heighten with each new development in the industry.

Via [Customer Experience Matters]