T-Mobile gets top nod in customer service survey

Any carrier can claim network superiority and best-in-class customer service, but independent surveys from the likes of J.D. Power and Associates take on an different air of authenticity. In fact, they mostly clear the air and reduce the noise.
Today, the company released its eighth semiannual study that addresses customer service on the phone, online and in retail stores.
The firm found a “substantial increase” in the number of wireless customers who sought customer care at a retail store or online in the past six months. Indeed, 29% of the 9,690 customers surveyed during the past six months said they visited a retail store during that period, compared to 26% during the previous six-month period. The number of customers who contacted their provider online jumped from 9% to 11%.
“While a majority of customers — 60 percent, on average — still use the telephone to contact their wireless carrier for customer care issues, it’s clear that wireless subscribers are increasingly relying on other channels to resolve their customer service needs,” Kirk Parsons, senior director of wireless services at J.D. Power and Associates, said in a prepared statement. “There are a number of reasons for this, such as an increase in retail store locations; the expansion and efficiency of online methods, especially the speed of communicating with a live representative via online chat messaging; and general overall improvement in satisfaction performance, especially within the retail store channel.”
The survey also found that 39% of all customers contact their carrier due to service or equipment-related issues, 34% contact their carrier for billing, 25% for incorrect charges, 23% for price or cost, 22% for call quality, 9% for messaging issues, 9% for network coverage and 6% for credit issues.
T-Mobile USA Inc. (DT) got the top nod with an overall score of 777 on a 1,000-point scale. AT&T Mobility (T) came in second with an overall score of 757, Verizon Wireless (VZ) grabbed 749 points and Sprint Nextel Corp. (S) held up the rear with 743 points.