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Mobile's Dissatisfied Customers
The US wireless-telecom industry is number one—in complaints. In 2002, more dissatisfied customers complained to the Better Business Bureau about their mobile operators than about any other type of company. Interestingly, customers complained not about the service itself or areas of weak coverage but rather about their carriers' business practices. Billing problems were the most common kind, followed by the carriers' responses to customer complaints and concerns that carriers had acted deceptively.
The take-away: Given the importance of hanging on to customers, carriers should heed the warning in these complaints. They must improve the accuracy of their billing systems as well as the efficiency and courtesy of their customer service staffs.
Articles provided by The McKinsey Quarterly
© 1992-2003 McKinsey & Company, Inc
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