The average amount of time wireless customers spend on hold before speaking with a customer service representative in 2008 is 4.4 minutes — up 34 percent from the average hold time in 2003 of 3.3 minutes, according to a study from J.D. Power and Associates.
The study cited the increasing complexity and range of wireless services for the growing volume of calls to wireless providers.
Among major wireless providers, Verizon Wireless ranked highest in wireless customer care performance with an index score of 103, followed by Alltel (102), T-Mobile (100) and AT&T (97).
J.D. Power said customers reported that Verizon Wireless performs particularly well in resolving problems in one contact.
Industrywide, the average index score was 96. Sprint Nextel was cited far below that level with an index of 79.
The semiannual study examined wireless carrier customer care service in three areas: telephone calls with a service representative and/or automated response system; visits to a retail wireless store; and via the Internet.