What makes this figure more troubling is that about half of U.S. wireless subscribers had to contact customer service over the past year. That’s about 125 million customers, 75 percent of whom used the phone to call customer service — and wait their average of 4.4 minutes to talk to someone. To me, if there truly was a high level of competition in the wireless space, companies would be getting better at customer service, as to attract a larger subscriber base. Instead, they’re regressing. What can we make of this? It’s tough to say. Many of the major carriers received scored fairly well. On the 110-point scale, Verizon, T-Mobile, and Alltel all ranked over 100, while AT&T sat at 97. Sprint, of course, brought down the bar, ranking at 79, where the lowest score could be 70. Does this mean prepaid carriers are bringing the number down? Judging by our user comments, and search strings like this, yeah, that could be the case.]]>
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