Business customers who have an assigned representative to take care of their needs have “vastly” higher satisfaction rates than those who call a general help line, according to a new wireless business customer satisfaction survey from J.D. Power.
“When customers have a specific point of contact, it reduces the amount of time on hold, reduces the likelihood of being transferred and it increases their level of understanding,” Ian Greenblatt, the Technology, Media & Telecom Practice Lead at J.D. Power, said in a press release. “Having more direct-contact representatives available not only increases customer service satisfaction, but it can increase customer loyalty in the long run.”
Wireless Business Customer Satisfaction
Large enterprises were found in the study to have the highest overall satisfaction level, measured at 838 on a 1,000-point scale. That is up 25 points from last year. The study measures performance and reliability; customer service; sales representatives and account executive; billing; cost of service; and offerings and promotions.
The results were very good for T-Mobile:
- The large enterprises category (500 or more employees) was led by T-Mobile (871). It was followed by AT&T (843) and Verizon(834).
- The Small/Medium size business category (20 to 499 employees) was led by T-Mobile (846). It was followed by Verizon (835) and AT&T (827).
- The Very Small business category (19 or fewer employees) also was led by T-Mobile (826). It was followed by Verizon (788) and AT&T (755).
The study was based on responses from 2,731 business decision makers for wireless services in the United States July to August.
The findings dovetail nicely with August results from two J.D. Power studies that found customer satisfaction is lower at non-carrier wireless stores than at carrier stores. The highest level conclusion appears to be that people like to be taken care of by their carrier.