Poor Customer Service Can Sink Wireless Carriers
When it cones to delivering a product people like, Verizon (NYSE: VZ), AT&T (NYSE: T), and T-Mobile (NASDAQ: TMUS) have done a surprisingly good job of keeping people happy, according to a new report from J.D. Power. Sprint (NYSE: S) doesn't score quite as well as its rivals, but all four companies run the risk of losing customers if those users actually need to interact with their carriers.
That general customer content (albeit to a much-lower extent with Sprint) bodes well for the major wireless carriers. Poor customer service when something goes wrong could cause that satisfaction to disappear, J.D. Power found it its 2017 U.S. Wireless Customer Care Full-Service Performance Study -- Volume 2.
"A fast resolution to a problem -- whether companies try to solve it in-store, online, or through social media -- is the best way to both avoid customers' ire and curb their temptation of switching providers," wrote the consumer insights, advisory services, and data and analytics company. "This means reducing wait times, training staff to be skilled and knowledgeable, and solving the problem on the first try are issues of paramount importance."
Source: Fool.com
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