AT&T supplanted T-Mobile as the best performing full-service carrier in the latest J.D. Power customer care survey, Consumer Cellular tops for no-contract service
AT&T Mobility jumped T-Mobile US for the top spot in customer care satisfaction, according to the latest J.D. Power U.S. Wireless Customer Care Performance Study.
The latest report took the pulse of more than 7,500 “full service” wireless customers, taking into account experiences of current customers who contacted their carrier’s customer care department during the first half of this year. The contact channels monitored included phone – two subchannels of automated response system, then customer service representative and ARS only; walk-in through a retail store; and online via a website, online chat and social media.
J.D. Power spotted AT&T Mobility an overall score of 820 out of a possible 1,000 points in the survey, just ahead of the 815 points scored by smaller rival T-Mobile US. Verizon Wireless came in below the segment average with a score of 797 points, with Sprint a distant No. 4 with a score of 750 points.
AT&T Mobility was cited for performing “particularly well in the walk-in (retail stores) and online channels, and performs above the full-service average in all four service channels.”
T-Mobile US came out on top in the previous survey on the topic conducted through the second half of 2015, just ahead of AT&T Mobility, with Verizon Wireless and Sprint maintaining the No. 3 and No. 4 positions, respectively. Those positions remained stagnant from the same survey conducted through the first half of last year.
Among no-contract wireless carriers, mobile virtual network operator Consumer Cellular scored the top spot among the more than 2,500 customers surveyed, posting a survey score of 878 points. The MVNO, which is focused on more mature consumers, easily outpaced AT&T Mobility’s Cricket Wireless (790 points), Sprint’s Boost Mobile (784 points), T-Mobile US’ MetroPCS brand (765 points) and Sprint’s Virgin Mobile USA offering (761 points). A trio of TracFone Wireless brands rounded out the segment survey, with the three scoring below the segment average.
For Consumer Cellular, the results were a significant win as the company was not included in the previous reports, which were dominated by Virgin Mobile USA. J.D. Power cited Consumer Cellular for strong performance across the four service channels, “especially in the ARS, then CSR channel.”
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