Technology Industry
Industry: Email Alert RSS FeedJ.D. Power: The 30-second window critical to carrier retail success; T-Mobile USA tops rivals.(News)
RCR Wireless News, May, 2007
Byline: KELLY HILL
First impressions really do count in wireless, and retail store staff had better be quick on their feet, according to the most recent customer satisfaction survey by J.D. Power and Associates. The firm found that wireless customers want to be greeted within their first 30 seconds at a cellular retail store.
The study, which analyzed the experiences of customers who recently purchased phones at wireless retail locations, found that customers wait an average of five minutes before being greeted and their "overall satisfaction declines considerably if the wait time exceeds 30 seconds,'' J.D. Power concluded. "Customers who are approached within 30 seconds of entering the store provide a satisfaction score that is 86 points higher...
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