2005 JD Power Survey Comparing Cell Phone Service

2005 JD Power Survey: The Gap between Cell Phone Providers is Closing

For the second year in a row, a J.D. Power and Associates study of cell phone customers in the United States has ranked T-Mobile highest for wireless customer care performance.The 2005 Wireless Customer Care Performance Study is based on responses from more than 8,300 cell phone users. Interviews were conducted in March and April, 2005. The study ranks Alltel, Cingular, Nextel, Sprint PCS, T-Mobile, and Verizon Wireless on a scale in which a score of 100 equals the industry average. The range of scores was particularly tight this year. T-Mobile had the highest rating with an index of 108. Verizon Wireless was close behind with a 104 rating, and the lowest rating went to Sprint PCS, with a score of 93. Sprint PCS agreed to merge with Nextel earlier this year.

T-Mobile ranked highly across all measures, including average hold-time duration and problem-resolution efficiency. In a statement, T-Mobile USA said “While other carriers tout their larger subscriber numbers as a consumer benefit, T-Mobile focuses on the individual service experience for each and every customer." The study also concluded that customers continue to find higher satisfaction when they skip the retail store and contact the carrier directly. The average initial reported hold time on calls to the customer service department was 3.44 minutes, compared to just over 9 minutes before speaking to a representative at a retail store.

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2005 JD Power Survey: The Gap between Cell Phone Providers is Closing

J.D. Power and Associates 2005 Wireless Customer Care Performance Study(S)

About Wirefly