Report Says Cell Phone Satisfaction Drops

CRM News writes about a recent report by J.D. Powers that shows growing consumer dissatisfaction with cellular carriers over the last year. According to the survey, satisfaction fell 10 percent compared to 2004.

Commenting on the survey and recent mergers in the industry, Ken Hyers at ABI research said, "I've seen some specific instances with Cingular customers being upset post merger. This is something that typically happens, unfortunately. It's to be expected whenever there's a major wireless merger that customers are going to be negatively impacted from the standpoint of things like billing and customer service."

Hyers noted that when Verizon went through an acquisition phase "Their customer service just went into the toilet. It was very bad." After an aquisiton "some operators may find themselves having to manage 50 different plans," Hyers added.