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
    anonymous coward, 23 May 2006 @ 1:31pm

    there is very little differentiation in the product and airtime has been commoditized. duh.

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