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4G Device Owners More Likely to Contact Customer Service than Traditional Phone Users

While 4G technologies are hailed for their ability to deliver an efficient network and awesome 100 Mbit/s speed, customers who use 4G-enabled devices are reported to face more network/device related issues than those using less advanced technologies like 2G and 3G.

The above findings were revealed in the J.D. Power and Associates 2012 U.S. Wireless Customer Care Performance Full-Service Study – Volume 1 and the 2012 U.S. Wireless Customer Care Performance Non-Contract Study – Volume 1.  The studies find that owners of 4G-enabled devices contact customer service of their providers far more frequently than their counterparts using non-4Gl technologies.

The J.D. Power and Associates’ study, which is  based on the experiences of current customers who contacted their carrier's customer care department within the past six months -- from July through December 2011,  reveals that 60 percent of 4G users have contacted their service providers for support related to network issues while only 47 percent of a non-4G smartphone and 35 percent of traditional/feature phone owners have done the same.

While Verizon Wireless (News - Alert) ranked highest in wireless customer care performance among full-service providers, Virgin Mobile ranks highest in overall customer care satisfaction among non-contract service providers. Also, Verizon gained an overall score of 762 on a 1,000-point scale, and Virgin Mobile (News - Alert) scored 735.  

“It's not unexpected that customers who use new technology or services would be more likely to contact their carrier with questions or problems, particularly with the 4G network rollout that began in 2011," said Kirk Parsons (News - Alert), senior director of wireless services at J.D. Power and Associates, in a statement.

The study highlights the need to invest more in support services to not only handle the increase in customer interactions, but also provide service representatives with the necessary training and information across all contact channels, Parsons added.  

J.D. Power and Associates also noticed several key wireless customer care trends. According to the study, 38 percent of full-service wireless customers who resolved their issue via the online channel have used online chat function for service support, an increase of 2 percent from July 2011. Also, customers who used online chat function were more satisfied than customers who gathered information or support through other means such as Web site, e-mail or online user forums.

Meanwhile the latest Consumer Tipping Points survey from experience analytics provider ClickFox (News - Alert) revealed that customer satisfaction is low in telecommunication and wireless customers than cable customers.  

The results of the survey indicate that 27 percent of respondents are most frustrated by interactions with telecommunication and wireless companies followed by cable companies which come in at 20 percent. This is in stark comparison from the 2010 findings where cable operators topped the list with 25 percent frustrated customers, followed by telecommunication companies at 10 percent.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Stefania Viscusi