J.D. Power finds increased satisfaction among wireless customers using mobile customer care channels

J.D. Power 2016 US wireless studies has found an increase in customer contact with wireless carriers via online self-service, as a growing shift in mobile device usage impacts the way customers contact their providers with service inquiries, the company said.

The semiannual Power studies examine how well wireless carriers provide customer service via the following contact channels: phone, which consists of two subchannels (automated response system, and customer service representative (CSR) and ARS only).

The studies are based on the experiences of current customers who contacted their carrier´s customer care department within the past three months.