Too Many Subscribers -- Too Little Satisfaction

Business is good for the wireless industry. Maybe too good. With a U.S. subscriber base of 69,039,004 as of March 1, 1999, wireless carriers are building customer bases. But can carriers keep up quality-care levels for those masses? So far, no. Wireless customer service ratings are slipping, according to a recent industry survey by the Yankee Group. The report showed that 45% of wireless users call customer service at least once a year with billing questions. And when they call, they wait an average of six minutes. This dip in customer-care levels is mirrored by a decline in customer satisfaction. The Peter D. Hart Research Associates survey of 803 wireless users showed a decline in customer satisfaction of 12% over the past three years. According to the report, the highest level of satisfaction was seen in consumers age 60 and over, personal-safety users, light users and those who spend less than $25 per month on service. So who are the least content customers? According to Hart, those who are the least satisfied are those who are spending the most -- business users, heavy users and members of upper-income households.