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AT&T takes the top spot for the first time

JD Power has released its 2013 rankings report for U.S. wireless carrier customer service. The report lists AT&T as the highest in wireless customer care performance among full-service carriers. Metro PCS ranks highest among non-contract carriers.
 
The purpose of this study is to detail how well wireless carriers provide customer service to subscribers via three main channels: telephone, online, and walk-ins at retail stores.


AT&T retail store

The study is designed to measure customer service section with each contact method and looks at the processing of issues such as the efficiency of problem resolution and how long people remain on hold. The report found that overall satisfaction among full-service wireless carrier companies with service questions and issues is 786 on a 1000-point scale (this represents a 31-point increase from six months ago).

Overall satisfaction for non-contract customers is currently at 732, 34 points higher than six months ago.

This is the first time that AT&T has ranked highest in wireless customer care satisfaction among full-service carriers with a score of 795. The report showed that AT&T scored well in walk-in and online contact channels. Metro PCS's top ranking among non-contract carriers came courtesy of its score of 770. 

Source: JD Power



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RE: JD Power pay off
By retrospooty on 8/2/2013 12:21:13 PM , Rating: 3
Maybe none... AT&T's customer service isn't necessarily bad... Its their cellular/mobile service that sucks ;)


RE: JD Power pay off
By Falacer on 8/2/2013 12:55:34 PM , Rating: 2
Customer Service isn't bad but it's sloooooooooow. I don't like having to schedule time to make a trip to an AT&T store.


RE: JD Power pay off
By ImEmmittSmith on 8/2/2013 2:06:21 PM , Rating: 2
Living in the Dallas/Fort Worth area, AT&T is very good. I have had their Mobile Service for 10+ years and have no complaints, but friends in other parts of the country have horrid service issues. Customer service has always taken care of me, but I hate to have to call them every time I make a change to my Plan. I was an early adopter of UVerse and that was a tough time for them, but I think it is amazing product now.


RE: JD Power pay off
By retrospooty on 8/2/2013 5:20:08 PM , Rating: 3
Yep, its defintely regional... There were so many mergers in the past 15 years its crazy. One of the big 4 in one area is made of of the remnants and infrastructure of an entirely different company than it is in another area.

"Call the phone company? but... which one? There are SO many of them, and they keep changing their names! Auuughhahahahaha [sobs uncontrollably]" - Homer Simpson


RE: JD Power pay off
By kmmatney on 8/2/2013 2:29:33 PM , Rating: 2
It's a lot better than it used to be. I get great reception here in Denver, and just about everywhere I travel. I even had strong 4G signal during a recent trip last week up to the mountains. 3 years ago I was contemplating getting a Microcell for my house, but there are no longer any problems.

My wife uses Virgin Mobile, and I can't say the same for Sprint. Their cellular service is is still extremely spotty.


RE: JD Power pay off
By nudestbob on 8/2/2013 4:13:06 PM , Rating: 2
I know this article pertains to wireless side of at&t but I've worked for at&t as a uverse technician for some time now and I can tell you at the beginning of the year there was a huge push company wide to improve customer service and the quality of our services. We were told it had to do with us being ranked worst customer service three years in a row.I know on our end customer service wasn't even included in our monthly objectives and now it accounts for the biggest part of our score. On top of that we've been told to not charge even if the customer does something as dumb as unplugging their equipment or having their tv on the wrong channel. So I'm sure the same thing is happening on the wireless side.


RE: JD Power pay off
By spamreader1 on 8/2/2013 4:46:31 PM , Rating: 2
Yup, the last 2 times I went I only had to wait maybe 10-15 minutes. About 2 years ago I would usually spend minimum 1-2 hours.

The longest wait I did was about 3 years ago at 7 hours. Think some model of iphone had come out the week prior, and I had a corporate issue that needed looked into, so I waited, and waited, and waited some more.


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