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Archive for July, 2005

Poor Customer Service is Top Reason Consumers Switch Service Providers

Wednesday, July 27th, 2005

According to a new study by Accenture, the primary reason people switch from one mobile phone carrier to another is due to poor customer service. This flies in the face of people who think most mobile phone consumers are price sensitive over everything else.

According to the Accenture study:
Nearly half (49%) of the more than 2000 USA and UK consumers surveyed said poor service led them to change service providers in at least one industry in the past year. When asked to further explain their reasons for switching, the greatest number of these respondents (61%) identified poor service or product quality, to get lower prices (46%), a service representative’s lack of knowledge about a provider’s services or products (39%), lack of customized solutions (22%), company policies that create bureaucracy (19%), and technologies that delay or stop service (19%).

Read more at cellular-news.com.