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The study, conducted on a semi-annual basis, is based on responses from more than 12,000 subscribers who contacted their carrier’s customer care departments by phone, in retail stores or online during the first half of 2009. The results show that customers now spend less time on hold and have more time explaining their issues to a customer service representative. As a result, they enjoy a higher average successful rate of getting what they want.

According to the study, average hold times were shortened by more than one minute to 5.55 minutes, compared with 6.58 minutes six month ago. While overall customer service performance of all carriers has improved 12 points to 735 points on a 1,000-point scale, the rates of first-contact problem resolution have also raised to 76 percent, up from 66 percent in last study.

Among numerous wireless service providers, Verizon Wireless, Alltel and T-Mobile tied for the top spot in overall customer care performance, each scoring 747 points. AT&T and Sprint were both below the industry average, receiving 730 points and 704 points respectively.

What are the cutting edges of the three highest-performing carriers? The research shows that Verizon is good at identifying problems. The customer service representatives are able to identify problems quickly and resolve them efficiently; Alltel’s strengths are its good-quality retail store representatives and its automated response systems (ARS); and T-Mobile does well in transferring customers from its ARS to a live representative. While they have different strengths, they all have strong representatives who demonstrate high level of courtesy, concern and relevant knowledge to satisfy customers’ needs.

So for those carriers who are lagging behind, this study provides a pretty good hint on sustaining and improving their customer satisfaction, or their subscribers may lose faith in the carrier’s service.