Posts tagged customer
Apple users are the most satisfied with customer service pertaining to their mobile phones, although some of the company’s competitors are catching up, according to a recent study.
Vocalabs recently released its research after monitoring customer service satisfaction among mobile phone users during the second half of 2010. These results were compared to the firm’s similar study conducted in the first half of last year, finding that Apple retained its lead in customer service, with 66 percent of Apple users reporting they were “very satisfied” with their phone call with Apple’s customer service representatives. HP’s 51 percent and Dell’s 49 percent of “very satisfied” customers followed.
However, Apple’s lead diminished during the second half of the year. The research measured a “nuisance factor” among these companies, composed of the three most common customer service issues, interactive voice response issues, irrelevant or repetitive steps and difficulty reaching a company representative.
In this area, the number of Apple customers subjected to a “nuisance factor” jumped from 21 percent in the first half of 2010 to 35 percent in the second half. Dell, meanwhile, reduced its nuisance factor by 9 percent during the same period, from 55 percent to 46 percent.
Apple’s customer service successes may contribute to its customers’ brand loyalty, as 84 percent of respondents said they would purchase another Apple mobile device, according to the report.
- Facebook acquires Rel8tion for mobile ads, tech expertise
- Developer interest growing for PlayBook, Android tablets
- More Technology News…
The Delhi Metro Rail Corporation (DMRC) has decided to introduce a new 24×7 helpline telephone number, 155363, from January 1, 2011.
A DMRC press release said the new number would replace the existing one, 128128 from that date and would provide better connectivity from GSM and CDMA mobile telephones.
It hoped the new number would help provide easy access and speedy solutions to public queries and complaints. The old number would become non-functional from the same day, it said.
The release said DMRC had received many complaints from commuters that the old number did not connect from some GSM/CDMA mobile phones.
The new number has been provided with caller identification and recording facility. The concerned officials will be immediately informed about the complaint to ensure that a quick solution is provided to the same.
Mobile users and even callers residing outside Delhi can avail the service by calling on the number 011-155363. However, the calls made on this service are not toll free.
The service would be of special benefit to the physically challenged commuters who can call on this number and seek assistance from the Metro staff by informing in advance which Metro station they would reach so that they can be helped. Delhi Metro provides wheel chair facility to old and physically challenged commuters in all the Metro stations.
The online customer care cell is working from Delhi Metro’s Shastri Park depot since October 2008 and answers on an average about 150 calls in a day pertaining to train timings, feeder bus services, fares, Metro routes and so on, the release added.
WASHINGTON — If you think cell phone bills are complicated now, just wait.
Within weeks, some of the biggest wireless companies will offer super-fast Internet connections for cell phones that rival the speeds delivered to desktop computers. As competitors follow suit with their own juiced-up networks geared for the Web, consumers can expect a cornucopia of new services — along with new charges.
For now, consumers can buy flat-rate monthly data plans from most carriers. But Verizon Wireless and T-Mobile are moving toward tiered pricing packages based on how much data a customer uses. All-you-can-eat plans are no longer available to AT&T’s new customers, who must choose from a menu of data services.
“There are a variety of things you can do, and a lot is on the table,” said Peter Thonis, a spokesman for Verizon. “You could be charged based on usage or by speed difference, or you could do both. There are no definitive answers here.”
The Federal Communications Commission is trying to keep up, launching an effort to prevent mystery fees and confusing increases from appearing on cell phone bills, but the wave of changes is only beginning.
Cisco, which provides routers for wireless networks, is working with corporate clients such as Verizon to create even more options for consumers. Users could opt for “turbo charging” streaming video feeds to their smartphone for an extra fee. Just pay a little more for “gold service” compared with “bronze service” for data packages and speeds, said a Cisco official, who wasn’t authorized to be identified as speaking for the company.
Imagine bundles of TV channels such as ESPN and Fox delivered on your iPad or other tablet for a few dollars extra. Add a few more dollars and get parental controls to block R-rated movies and online games on your teen’s Droid.
Heavy users of Facebook may be able to buy priority service for that application or spend a bit more to keep Twitter’s website from failing during peak hours.
None of this is offered today, but Cisco says its partners are far along in implementing such features.