(Westlake Village, CA – Insurance News 360) – The 2018 U.S. Business Wireless Satisfaction Study, conducted by J.D. Power, has revealed that having a dedicated customer service representative is very important to business wireless customers, and helps the companies rank higher for customer satisfaction than those that have just a general help line.
Each of the three segments (large enterprise, small/medium, and very small) showed increases in customer satisfaction. Large enterprise companies had the highest score (838, up from 813 in 2017
The study looked at customer satisfaction in six areas: performance and reliability; customer service; sales representatives and account executive; billing; cost of service; and offerings and promotions. Overall satisfaction is measured among three key segments: large enterprise (500 or more employees); small/midsize (20-499 employees); very small business (1-19 employees).
“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,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power. “Having more direct-contact representatives available not only increases customer service satisfaction, but it can increase customer loyalty in the long run.”
Study Rankings
Large Enterprise
T-Mobile ranked highest (871 out of 1000). AT&T had a customer satisfaction score of 843; and Verizon had a score of 834.
Small/Medium
For small and medium companies, T-Mobile again ranked highest, with 846 points, followed by Verizon (846 points) and AT&T (827 points).
Very Small
Again, T-Mobile ranked highest with 826 points, followed by Verizon (788 points) and At&T (755 points).
The study is based on responses from 2,731 business decision makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in July-August 2018.
For more information about the U.S. Wireline studies visit: https://www.jdpower.com/business/resource/us-business-wireless-customer-satisfaction-study
Source: J.D. Power
2018 U.S. Business Wireless Satisfaction Study highlights importance of assigned customer service reps