More than three in ten consumers – 31% — who purchased mobile service from a network operator during the past three months say that plan features and pricing are not easy to understand, according to J.D. Power. And that has…
Customer Satisfaction
J.D. Power: Apps Can Enhance Wireless Carrier Satisfaction
T-Mobile, Metro by T-Mobile and Consumer Cellular ranked highest in customer satisfaction in three classes of mobile operations, according to two wireless carrier satisfaction studies by J.D. Power. The market research firm noted that customers across all age groups are…
Report: AT&T Tops in Residential ISP Satisfaction in 3 of 4 Regions
AT&T had the highest residential ISP satisfaction in the north central, south and west regions of the United States, according to a report from J.D. Power. The J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction Study found that Verizon…
COVID-19 Drives Verizon Hiring of 950 Customer Reps
While COVID-19 unemployment applications continue to pile up, one company that is hiring is Verizon, which plans to hire 950 new customer service representatives (CSRs) for home-based positions. In an interview with Telecompetitor, Verizon Senior Vice President and Head of…
Verizon, Google Pilot AI-based Contact Center Platform
Verizon and Google are piloting artificial intelligence-based contact center technology that potentially could ease customer interactions with the carrier. Google Cloud Contact Center Artificial Intelligence uses natural language recognition, faster processing and real-time access to customer insights and product information…
Report: ISP Customer Satisfaction Increases but is Still Low
Customer satisfaction with their internet service providers (ISPs) increased 4.8% over last year, according to the American Customer Satisfaction Index (ACSI). Despite the increase, however, ISP customer satisfaction was the second worst of 46 industries that ACSI studies. ISPs’ average…
ACSI: In its Debut, Xfinity Mobile Tops in Satisfaction Among Full Service MVNOs
Xfinity Mobile finished on top in the full-service wireless mobile virtual network operator (MVNO) category in the 2019-2020 American Customer Satisfaction Index (ACSI) rankings for wireless carriers. Xfinity Mobile is three years old and reports having 2 million customers. The…
Telecom Customer Care Research: Digital Self-Service Tools are Driving Higher Customer Satisfaction
Self-service channels are rapidly becoming the first choice for many telecom customers when they experience technical difficulties, according to new telecom customer care research from J.D. Power. Digital self-service tools are of growing importance, the research highlights. The J.D. Power…
J.D. Power: T-Mobile Tops on Wireless Customer Satisfaction
Wireless Carriers are doing a much better job in meeting customer satisfaction needs due to their investments in unassisted customer care channels, according to a new report from J.D. Power. In its 2020 U.S. Wireless Customer Care Full-Service Performance Study,…
Calix: Analytics, Marketing, and CX are Now Front and Center for Broadband
Over the past few years, Calix as a company has been shifting its focus, from that of a hardware-centric broadband equipment supplier, to that of a software-centric platform and systems provider. Calix of course isn’t the only firm attempting this…
Wireless Satisfaction Study: The Large Business Customer is Happier Than the Small One
Large companies increasingly are happy with their wireless service, but very small business customers have a lower level of satisfaction, according to The J.D. Power 2019 U.S. Business Wireless Satisfaction Study. Overall, T-Mobile scored well. It ranked highest (868 out…
A Good Customer Experience Includes Engaging Customers in Their Native Language
The U.S. is already a multi-language country, and that trend is not slowing down. In fact, it’s accelerating, with some important implications for service provider billing and invoicing. It’s quite likely that service providers now have multiple native language speakers…
Page 1 of 13
Next