T-Mobile, Verizon, Nextel ranked highest on wireless customer satisfaction

For the second consecutive year, T-Mobile ranks highest among the six largest wireless service providers in J.D.

For the second consecutive year, T-Mobile ranks highest among the six largest wireless service providers in J.D. Power and Associates wireless customer care report. With an index score of 108, T-Mobile performs particularly well across all factors, especially hold-time duration and problem resolution efficiency. In addition, T-Mobile customers' average hold times before waiting to speak with a service representative are 34% shorter than the industry average (2.27 minutes versus 3.44 minutes). Verizon Wireless, Nextel, and ALLTEL also perform at or above the industry average.

Facts and figures, market shares, statistics about information technology on ITFacts.biz

More than one-half (54%) of wireless users have contacted the customer service department for assistance within the past year, a slight increase from 2004 (52%). Among those who contact their carriers, 71% do so via telephone and 26% through the carriers' retail stores. E-mail/Internet contacts account for only 3%. The average initial reported hold time on calls to the customer service department is 3.44 minutes, compared to just over 9 minutes before speaking to a representative at a retail store.