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Is Customer Service in the Wireless Industry Improving?

Filed in archive Mobile Technologies , Operators by leo on January 29, 2008

customer service

As I was browsing my feeds, I chanced upon a press release from survey and professional services company Vocal Laboratories and its study of customer service quality among major wireless phone companies.

It turned out that Verizon Wireless and T-Mobile both received the highest grades possible in its latest quarterly survey. Moreover, VocaLabs CEO Peter Leppik commented:
We've been following customer service quality in the mobile phone industry for over four years, and during that time the industry as a whole has posted a significant, sustained, and meaningful improvement in customer service quality. This trend continued in the December 2007 quarter, with industry averages on all our major benchmarks showing improvement.
Then it got me wondering. Are these improvements enough to elevate the poor image of the wireless industry in comparison with other sectors? To refresh your memory, this industry performed poorly in the latest Forrester Customer Experience Index. Unfortunately, SectorPulse limits its study for different companies in the same industry.

How about you? Do you think there is an improvement in the customer service industry, at all?







Permalink: Is Customer Service in the Wireless Industry Improving?
Tags: mobile+technology  customer+service  mobile+trends  mobile  wireless  wireless+industry  industry+improvin 

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