Research: Wireless carriers deliver sub-par customer service
The four big U.S. wireless carriers – AT&T (T), Sprint (S), T-Mobile (DT) and Verizon Wireless (VZ) – didn’t perform well in a customer experience analysis, Forrester Research said; the four had the lowest average score compared with credit card companies, electronics retailers and PC manufacturers.
Why did the carriers do poorly? Partly, they could improve their accessibility through e-mail and phone agents, the researchers said. There were bright spots, though – particularly T-Mobile’s flexible shopping cart and AT&T’s phone agents, who earned marks as being particularly helpful.