The REAL Message of the Consumer Reports Wireless Survey...
Its funny how so many people are so worried about who was ranked best in the Consumer Reports survey, when the real message of the survey was apparently not "Verizon is great" but rather, "All wireless carries suck, Verizon just happens to suck a little less".
http://seattlepi.nwsource.com/business/155547_cell07 ... »
http://www.jsonline.com/bym/news/jan05/290088.asp »
To wit, the wireless industries' customer satisfaction scores were comparable to such wretched things as cable companies and HMOs.
Thought provoking stuff. Apparently, ALL the carriers still have a LOT of work to do. That's really the message that should be taken from the CR survey.
http://seattlepi.nwsource.com/business/155547_cell07 ... »
http://www.jsonline.com/bym/news/jan05/290088.asp »
To wit, the wireless industries' customer satisfaction scores were comparable to such wretched things as cable companies and HMOs.
Thought provoking stuff. Apparently, ALL the carriers still have a LOT of work to do. That's really the message that should be taken from the CR survey.
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Mmm... no, I don't see how you leaped to that conclusion.
What I'm obviously saying is that the results are somewhat overshadowed by the fact that the wireless industry in general ranks rather low in customer satisfaction. That's really evident in CR's spokespeople's comments on the article. They don't seem to be jumping for joy for any one carrier, instead they're sort of scowling at the industry as a whole. And on a range of issues- enhanced 911, local number portability, network reliability, lack of truly accurate customer-available service maps, lack of pro-rating on early contract termination fees, general service problems- they seem to have a point.
What I'm obviously saying is that the results are somewhat overshadowed by the fact that the wireless industry in general ranks rather low in customer satisfaction. That's really evident in CR's spokespeople's comments on the article. They don't seem to be jumping for joy for any one carrier, instead they're sort of scowling at the industry as a whole. And on a range of issues- enhanced 911, local number portability, network reliability, lack of truly accurate customer-available service maps, lack of pro-rating on early contract termination fees, general service problems- they seem to have a point.
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yeah... you said that the report just meant which company was the best of the worst. i said it in a previous post. they all suck. you are saying that verizon is the best because they have the most polished turd.
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Yep. What the CR report is saying is that the wireless industry as a whole is often a let-down to the consumer, and that Verizon is simply the 'best of a bad lot'.
Hope I'm not demoralizing any reps here. I myself have received very good CS when I've called VZW, and really appreciate it.
Hope I'm not demoralizing any reps here. I myself have received very good CS when I've called VZW, and really appreciate it.
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BetterThanJake said:While I've dealt with Tmobile reps quite a bit...and can truly say that deserve their award.
Yep. What the CR report is saying is that the wireless industry as a whole is often a let-down to the consumer, and that Verizon is simply the 'best of a bad lot'.
Hope I'm not demoralizing any reps here. I myself have received very good CS when I've called VZW, and really appreciate it.
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Cingular pro-rates it's early-termination fees - in CARE markets, anyway. 😉
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The survey does not mean "diddley", as you put it. It means a lot. No matter what you think of Consumer Reports' accuracy as to this matter, the fact remains that Consumer Reports has an excellent reputation among the general population and its findings are listened to by many. Consequently, Verizon cannot help but gain as a result of this Consumer Reports survey.
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I don't think that the industry as a whole deserves the bad rap that it has gotten, although some of my interactions with AWS care reps and activation reps have left me just shy of homicidal rage. I think for the most part the industry suffers from the fact that consumers have unrealistic expectations of how a cell phone should work, and also from a general technological illiteracy on the part of most of middle America. The industry as a whole could do a better job of setting expectations, but the bottom line is that most customers need about an eight hour class on how their cell phone works, how the company does and doesn't make money, what all of the terminology means, etc. And of course, we all know that isn't ever going to happen.
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Y'know, a brief, voluntary class for cell phone newbs who were signing up for their first contract with a carrier would be a pretty awesome idea... though I'm sure it'd be hard to convince reps that this was worth their time when they could be spending it making commissions.
Still, it could be a selling point with some customers, i.e. older people and total non-techies. And it'd probably alleviate some CS problems down the road too.
Still, it could be a selling point with some customers, i.e. older people and total non-techies. And it'd probably alleviate some CS problems down the road too.
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BetterThanJake said:
Y'know, a brief, voluntary class for cell phone newbs who were signing up for their first contract with a carrier would be a pretty awesome idea... though I'm sure it'd be hard to convince reps that this was worth their time when they could be spending it making commissions.
Forget about sales reps... have a customer service rep teach the class. Hell, I'm sure most of them would like the idea and appreciate the paid time off the phones - you know not having to hear that beep and instant bitching and complaining from customers??? My associate could find you 100 such volunteers for the job.
~Steve
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Great idea. Hope someone here brings it to someone with the power to possibly make it happen.
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I know you guys are Verizon, but Cingular already has that in place. The customer gets a printout with their coverage map, detail of plan, and estimated first bill customized to each customer. it even has their name on it. Maybe Verizon should do something similar? that being said, customers still come in claiming they "didn't know this or that". I think customers are just lazy, and if you were to have cs reps call customers, the customers would probably just get rude for being inconvenienced by the educational call.
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PhoenixAshes said:
I know you guys are Verizon, but Cingular already has that in place. The customer gets a printout with their coverage map, detail of plan, and estimated first bill customized to each customer. it even has their name on it. Maybe Verizon should do something similar? that being said, customers still come in claiming they "didn't know this or that". I think customers are just lazy, and if you were to have cs reps call customers, the customers would probably just get rude for being inconvenienced by the educational call.
Those same items are implemeted at POS for VzW customers... even the receipt has a quick sum-up. and we weren't talking about an educative call I don't think, but a volunt...
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