Wireless Tiered Plans Affecting Customer Satisfaction

More and more wireless customers are moving (or being moved) to tiered service plans that regulate data and Internet access, and it’s having an effect on their perceptions of customer service from their carriers. According to a new study from J.D. Power and Associates, customers who have the tiered service plans are considerably less satisfied with their carrier’s customer service than those with unlimited data plans. Overall satisfaction among full-service (as opposed to pre-paid) customers who have tiered plans was 748 (on a 1,000-point scale), while those who had unlimited data plans had average index scores of 775.