JD Power Rates AT&T Highest in Wireless Customer Care Performance
August 2, 2013 11:00 AM
comment(s) - last by
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.
This article is over a month old, voting and posting comments is disabled
RE: JD Power pay off
8/2/2013 4:13:06 PM
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.
“So far we have not seen a single Android device that does not infringe on our patents." -- Microsoft General Counsel Brad Smith
Man Who Shot Father for Texting During Movie Previews Was Also Texting
March 14, 2014, 2:25 PM
Sony's PS4 Outsells Microsoft's Xbox One for February
March 14, 2014, 12:36 PM
Skrillex Releases Free Album Inside App, But Crashes Torture Fans
March 13, 2014, 8:04 PM
Microsoft Waives Windows Phone OS Licensing Fees for Two Hardware Makers in India
March 13, 2014, 1:07 PM
Huawei Says Windows Phone is "Low Priority", Relegates It to Dual OS
March 13, 2014, 11:21 AM
$1,200 Nikon 1 V3 Mirrorless Camera Offers 120fps Slow Motion Capture
March 13, 2014, 9:04 AM
Most Popular Articles
Bitcoin King Pt. II: Mt. Gox's Dictator Karpelès Proves Tragically Flawed
March 7, 2014, 1:12 PM
Hack Reveals Fallen Bitcoin CEO's Posh Tokyo Penthouse
March 10, 2014, 4:28 PM
Tesla Motors Calls New Jersey Out on New Rule Against Its Direct Sales Model
March 11, 2014, 12:01 PM
NASA Considering SpaceX "Red Dragon" for Returning Mars Samples to Earth
March 10, 2014, 2:43 PM
India Could Rock Google With Its Biggest Antitrust Fine Yet -- $5B USD
March 10, 2014, 8:12 PM
Latest Blog Posts
Tesla vs. BMW: Who Has the Safer EV?
Feb 1, 2014, 2:56 PM
Justice Leaks Details of Next HTC One Two Flagship Phone
Dec 5, 2013, 4:04 PM
Global Cyber Espionage Concerns Reveal Growing Cyber Armies
Nov 29, 2013, 11:04 AM
Is The Period Becoming an Expression of Anger?
Nov 26, 2013, 2:02 PM
NSA and Congress -- You Will Never Kill the Constitution, It's an Idea
Nov 10, 2013, 2:00 PM
More Blog Posts
Copyright 2014 DailyTech LLC. -
Terms, Conditions & Privacy Information