Wireless Customer Experience: Where C- is “Winning”
T-Mobile just made headlines for winning the battle for best customer satisfaction among wireless service providers. According to the American Customer Satisfaction Index (ACSI), T-Mobile scored 74 points out of 100, ahead of AT&T and Verizon. The two largest wireless service providers posted a score of 71. You can read the whole report here.
As an industry, wireless service ranks 2 points below the US POSTAL SERVICE for customer satisfaction. Pay-TV and Internet Service, often offered in conjunction with wireless service as a bundle, ranks even lower.
The wireless industry will no-doubt pat itself on its collective, bloated back for pushing up its satisfaction score from 70 to 71 in the past year, but since when is a C- something to celebrate? How many parents congratulate their children for scoring 74 on a test?
The fact is, consumers are sick of all the fine print and marketing tactics that end up in confusion and bill shock. Just take a look at the number of customer care inquiries posted on social media for telecom, compared to other industries. (chart courtesy of www.socialbakers.com)
Clearly wireless customers need help, and carriers are barely skating by with C- grades. Wireless Butler is here to help you–contact the Butler anytime via email, Facebook, or Twitter for help with your bill or assistance changing plans or carriers!