Has Cell Service Improved, Or Have Customers Been Beaten Into Submission?

from the we-heart-customers dept

A new report shows that US mobile operators' churn (the measurement of how many subscribers leave each month) is somewhere around 1.8%, following a steady decline from about 2.8% five years ago. This is despite the popularity of number portability, which removed a major barrier to customers switching carriers, though the increasing lengths of contracts they foist on consumers erects one in its place. So why is churn so low, and why does it continue to drop? Carriers would point to statistics showing a decreasing number of consumer complaints, and say they're doing a better job of taking care of their customers. But these stats are hardly conclusive, and anecdotal evidence would say that while prices have dropped and networks have improved over the last several years, customer service hasn't kept pace. What seems more possible, if not more likely, is that consumers have danced around between different carriers, and while they don't have a lot of intrinsic loyalty, their experience tells them that the grass isn't necessarily greener on the other side when it comes to customer service.
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  1. identicon
    Julie, 24 May 2006 @ 10:12pm

    Stuck with Sprint (like it or not)

    I'm with Sprint and besides the two year contract I have, I'm also stuck with them since they were the only ones kind enough LOL to give me service without a deposit. In fact, I am approved to have three phones with them although I only have two. However, I do have a spending limit which I do appreciate since I can't really see much benefit in my brother and I have a combined cell phone bill over 250 dollars a month. For the most part Sprint has been great. In fact, I think in the two and a half months I have had service with them they have credited my account over 200 dollars for various issues I have had, including my sister-in-law trying to sign up for websites that text message ring tones to a phone that does not even have the capability for downloading said ring tones. Sprint did not have to credit us for this issue since it was my sister-in-law's fault but they have tended to go out of their way to accomodate us.

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