Product category:
Recruitment, Reports and Resources
News Release from: Strategy Analytics
Edited by the Electronicstalk Editorial
Team on 26 October 2006
Report shows increasing role for handset
support
More than one in three mobile phone customers have contacted customer support with questions or problems since their handset purchase.
The Strategy Analytics Advanced Wireless Laboratory (AWL) report: "Verizon Wireless (USA) and O2 (Germany) lead customer support satisfaction index", found that more than one in three mobile phone customers have contacted customer support with questions or problems since their handset purchase In the USA, Verizon Wireless customers report the highest level of satisfaction with all aspects of their contact including speed of resolution, the extent to which their problem was completely resolved, and the knowledge and/or helpfulness of customer support representatives
"78% of US mobile phone users call their network operator first for mobile phone customer support problems or questions", according to Pamela De Luca, Strategy Analytics Analyst.
"However, almost half of all US callers expressed dissatisfaction regarding customer service personnel".
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