As the US wireless market continues to grow and the industry consolidates, customer service is becoming increasingly important for customer satisfaction and retention. This report was compiled both through a survey of over 1,100 US wireless customers and extensive interviews with key wireless industry insiders. The report answers the questions: “Is the quality of customer service important in reducing churn?” and, “Are the latest customer service initiatives undertaken by US wireless carriers working?” Wireless carriers covered in-depth include Sprint PCS, Nextel, Verizon Wireless, T-Mobile and Cingular/AT&T Wireless. This report is intended for customer service executives in all wireless companies, worldwide, and for those companies hoping to enter the market as MVNOs.