Recently JD Power and Associates ranked the retail locations in the wireless industry based on their customer service. The key components in this years rankings were asking the right questions, building customer loyalty during the sales process, and doing so on a consistent basis. Verizon Wireless was rated number one in overall satisfaction, Alltel came in second.
"Asking questions about a customer's intended usage and outlining the available coverage areas and service maps can go a long way toward providing a satisfying retail experience and building consumer loyalty," J.D. Powers wireless expert Kirk Parsons said.
The current industry average for time to complete a phone purchase is 60 minutes. Time is up from current years, but has been traded for quality. JD Power sites the most relevant actions to improving customer experiences stems from information. Customers need to be shown how to operate their wireless devices, and need a thorough explanation of how their plans work.
This survey sample was based on responses from 6,131 customers that have purchased cellular phones within the past 6 months.
0 comments