Wireless Carriers Cutting Churn Rates

Iria · Dec 1, 2005, 02:59 AM

Customer retention rates are improving among wireless carriers, due largely to improvements in customer service over the last year, a research firm said Wednesday.

Strength was shown in billing accuracy, the attitude of customer-service staff and providing understandable bills, In-Stat said. The weaknesses, however, were found in long hold times, first-call resolution of problems, and the quality of support at the point of purchase.

Nevertheless, the average churn rate for the major U.S. carriers, which is the proportion of subscribers leaving a carrier in a year, has improved, dropping to 1.96 percent this year from 2.16 percent last year, a reduction of 11 percent, In-Stat said. In 2002, the average was 2.87 percent.

"Carriers are paying attention to customer service and it's making a difference," In-Stat analyst David Chamberlain said.
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Read More / Source: TechWeb

Dec 1, 2005, 02:59 AM	#1
Iria DriverHeaven Extreme Member Join Date: Apr 2004 Posts: 7,275 Rep Power: 89	Wireless Carriers Cutting Churn Rates Customer retention rates are improving among wireless carriers, due largely to improvements in customer service over the last year, a research firm said Wednesday. Strength was shown in billing accuracy, the attitude of customer-service staff and providing understandable bills, In-Stat said. The weaknesses, however, were found in long hold times, first-call resolution of problems, and the quality of support at the point of purchase. Nevertheless, the average churn rate for the major U.S. carriers, which is the proportion of subscribers leaving a carrier in a year, has improved, dropping to 1.96 percent this year from 2.16 percent last year, a reduction of 11 percent, In-Stat said. In 2002, the average was 2.87 percent. "Carriers are paying attention to customer service and it's making a difference," In-Stat analyst David Chamberlain said. ____________ Read More / Source: TechWeb