Customer Service Additional Questions

27.	Now I'm going to ask you about your experience with your provider's customer service. Since the beginning of 2008, have you contacted your current or most recent wireless phone service provider regarding any problems you may have experienced with your wireless phone service?
	(Click one.)
	1.		Yes
	2.		No (Skip to Q30)
	3.		Don't know/Do not remember (Skip to Q30)
	4.		Refuse

28.	Thinking about the most recent time you contacted your wireless phone service provider to resolve a problem, please describe the problem you were trying to resolve. (Only asked if answer to Q27 =1.)
	(Check all that apply.)
	1.		Unsolicited calls and/or text messages
	2.		Call quality
	3.		Customer service
	4.		Billing
	5.		Contract terms and conditions
	6.		Lack of understanding about service terms and conditions
	7.		Handset or other wireless device functionality
	8.		Other

29.	Thinking again about the most recent time you contacted your wireless phone service provider to resolve a problem with your wireless phone service, what was your level of satisfaction with how your provider resolved your problem? (Only asked if answer to Q27 =1.) Would that be…
	(Click one.)
	1.		Very satisfied
	2.		Somewhat satisfied
	3.		Neither satisfied or dissatisfied
	4.		Somewhat dissatisfied
	5.		Very dissatisfied
	6.		No opinion
	7.		Don't know/Don't remember/Does not apply
	8.		Refuse

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Full Report: GAO-10-34

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