Mobile customers using online self-service more satsified

Thursday 9 May 2013 | 20:17 CET | News
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For the first time, satisfaction is notably higher among mobile customers in Canada who use online self-service channels for both service and sales issues than among those who use the traditional call centres and in-store channels according to a new study from J.D. Power & Associates. Overall customer satisfaction with the online sales experience is 737 (on a 1,000-point scale), a 46-point increase from 2012, while satisfaction with online customer care is 699, up 14 points. Among those who choose online self-service, 34 percent use their carrier's online chat feature, up 9 percent. Overall

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Categories: Mobile & Wireless
Companies: Apple / BlackBerry / Koodo Mobile / Samsung / SaskTel / Telus / Virgin Mobile
Countries: Canada
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