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 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.
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