4G Means More Customer Service Calls for Carriers

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A J.D. Power and Associates report released today showed that owners of 4G-enabled devices were more likely to contact their service providers for customer service than owners of less technologically advanced devices.

J.D. PowerThe study showed that 60% of 4G-phone owners contacted their wireless service provider compared to only 47% of a non-4G phone owner and 35% for a non-smartphone owner. Of the 4G owners who contact customer service, 18% of these owners call about a network-related problem. One of the factors for the higher numbers is that 4G service is only available in limited areas around the country, while the slower 3G service is offered in more places.

Verizon Comes Out the Winner
Verizon Wireless ranks highest in wireless customer service performance among full-service providers with a 5 circle rating out of 5 blowing away its competitors. Sprint, AT&T, and T-Mobile followed Verizon with a 2 circle rating each.

Verizon’s Index Ranking in the survey was 762 out of a possible 800. Sprint was next with a score of 745, closely followed by AT&T at 743.  Bringing up the rear was T-Mobile with 739. 

4G: Taking Extreme Speed to New LimitsVirgin Mobile received a 5 circle rating ranking it the best wireless customer service performance among non-contract providers. Its Index Ranking was 735, showing that even the worst of the Big Four carriers provided better customer service than any of the non-contract carriers.

Source: JD Power and Associates

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