JD Power Rates AT&T Highest in Wireless Customer Care Performance
August 2, 2013 11:00 AM
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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.
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RE: JD Power pay off
8/2/2013 2:06:21 PM
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
8/2/2013 5:20:08 PM
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
"I f***ing cannot play Halo 2 multiplayer. I cannot do it." -- Bungie Technical Lead Chris Butcher
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