Wireless Customer Care Satisfaction Declines as Staff Turnover Rises, J.D. Power Finds

As wireless customers seek assistance from phone, store and website representatives, they are experiencing the negative effects of ongoing staff turnover. Longer wait times, lack of representative knowledge and less concern for the customer’s needs are causing a decline in satisfaction, according to the J.D. Power 2022 U.S. Wireless Customer Care Study^SM—Volume 2, released today.

“Wireless carriers are continuing to build award-winning customer care representatives in the aftermath of the pandemic,” said Ian Greenblatt, managing director at J.D. Power. “However, the process does take time—both to find the right people and to prepare them with training, knowledge and empathy. We’re seeing this in satisfaction scores for assisted wireless customer care, which is lower among store, phone and website channels in this volume of the study versus the most recent.”

Read the full press release for key findings and brand rankings >