customer satisfaction with cell-phones

Filed in archive Technology on June 11, 2004

Wired supports the common complaint of service quality of cell-phone companies:

"Your cell-phone company knows you hate it. Mobile-phone service was the second-lowest-ranked industry -- beating only cable providers among the 40 rated -- in the University of Michigan's newest customer satisfaction index.

And there's more: Mobile companies were the No. 2 sector in complaints last year to Better Business Bureaus, dropping from first place in 2002. Only auto dealers did worse."

Interestingly most cell-phone companies (or mobile networks) in Germany have been on the top of customer satisfaction index some years ago. I wonder if this can only be the much worser competition in service quality from other industries that makes people think so?