Customer satisfaction polls can provide useful information as to which industry mainstays are most appreciated and, perhaps, suggest why this is exactly. A recent study from J.D. Powers and Associates suggests that one major company has secured the top spot among customer affections.
The study in question is the annual "Wireless Customer Care Full Service Performance Study" that placed AT&T at the highest rank. This is apparently the first time that company has achieved this high of a score in this area, according to an official AT&T press release.
In general, customer satisfaction levels in this industry appear to be high, according to the responses taken from more than 7,370 subjects. Companies that offer both online customer services and a chat function seem to have done especially well, as more than 40 percent of respondents were users of chat systems.
J.D. Powers' senior director of telecom services, Kirk Parsons, described the reason why this trend might be occurring.
"The higher levels of satisfaction with online chat are partially due to the efficiency and immediacy of the experience, particularly with service issues or questions that are easier to resolve in this environment, such as billing or service/device questions pertaining to upgrades," he said.
It's important for companies to keep their customers satisfied and engaged with the best possible support teams. Text messaging services can be another way to keep an "immediacy" present in all exchanges. But it's not just the consumer who takes notice of these things. Reports such as this could help highlight exactly what makes your company's approach great, and what it can do to become stronger.