13% of US wireless customers consider their service excellent

Wireless service providers are having some success in reducing customer service churn and complaint rates, but they still have significant challenges ahead, reports In-Stat. About 13% of wireless customers considered their wireless carrier’s customer service “excellent,” although the results for individual US carriers ranged from a low of 7% to a high near 21%. The high-tech research firm found several customer service topics that received praise and complaint for each wireless carrier regarding hold times, service policies, first-call problem resolution, and customer service representative attitude.