Overall Customer Satisfaction Declining

Overall customer satisfaction with the wireless retail sales experience has steadily decreased since 2006, driven in large part by dissatisfaction with salespeople, according to the J.D. Power and Associates 2007 Wireless Retail Sales Satisfaction Study released today.

The latest study on customer satisfaction with major wireless carrier-branded stores found that Verizon Wireless stores met consumers' expectations better than the other carriers' stores. Verizon Wireless fared particularly well in terms of store facility, store display and price/promotion. T-Mobile USA came in second place, according to the study.

Overall satisfaction with wireless retail experience declined to 709 points on a 1,000-point scale, which marks a 7 point drop from May and a 12 point drop from a year ago. The study found that the average retail sales transaction now take approximately an hour, which is a four minute increase over the last reporting period in May.