Customers Satisfied with Cellular Service

A Recent report from the US GAO (General Accounting Office) indicates that 80% of adult US wireless phone customers are satisfied with their service, while 10% were indifferent and 10% were dissatisfied. This is despite the related finding that on fifth of those surveyed were unable to normally complete 10% or more of their calls. These numbers make a lot of sense to me. I think people understand that wireless calls are not like landline, and that the mere fact that cellular works at all is an amazing accomplishment. The key distinction to make here is that while Americans are satisfied with cellular service, then are not satisfied with Cellular Customer Service. It is the dropped calls to 611 call centers (whether you call from a landline or a mobile), the long wait-times, and the limited problem-solving ability of the CSRs that is terrible.

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