For the second consecutive year, T-Mobile ranks highest among the six largest wireless service providers in J.D. Power and Associates wireless customer care report. With an index score of 108, T-Mobile performs particularly well across all factors, especially hold-time duration and problem resolution efficiency. In addition, T-Mobile customers’ average hold times before waiting to speak with a service representative are 34% shorter than the industry average (2.27 minutes versus 3.44 minutes). Verizon Wireless, Nextel, and ALLTEL also perform at or above the industry average.
More than one-half (54%) of wireless users have contacted the customer service department for assistance within the past year, a slight increase from 2004 (52%). Among those who contact their carriers, 71% do so via telephone and 26% through the carriers’ retail stores. E-mail/Internet contacts account for only 3%. The average initial reported hold time on calls to the customer service department is 3.44 minutes, compared to just over 9 minutes before speaking to a representative at a retail store.