Customer satisfaction with wireless purchase experience is declining due in part to wireless carrier representative retention and training challenges, according to the J.D. Power 2022 U.S. Wireless Purchase Experience StudySM—Volume 2, released today. In fact, respondents that had a wireless purchase experience in the past six months agree transactions are taking longer to complete and customers feel they’re putting more effort into the process than ever.
“Staff retention constraints, shorter representative tenure and less training is leading to a longer time to complete the purchase, more perceived effort from the customer and, ultimately, a decrease in satisfaction,” said Ian Greenblatt, managing director at J.D. Power. “As consumers increase their device usage and reliance, the purchase experience becomes that much more important. The study finds that respondents believe they’re paying more and receiving less.”
Read the full press release for key findings and brand rankings >