AT&T recently received the top accolades from J.D. Power and Associates, which just ranked it the number one carrier for wireless customer care in the United States. The award was granted in the firm’s 2015 Wireless Customer Care Full Service Study Volume 1, which surveyed 6,499 wireless customers in the U.S. and ranked AT&T, T-Mobile, Verizon Wireless and Sprint Nextel in addition to non-contract carriers, including Virgin Mobile, Boost Mobile, MetroPCS, Cricket, TracFone, Straight Talk and Net10.
AT&T received a score of 786/1,000 and was followed by T-Mobile with a score of 777, the full service average of 773, Verizon Wireless with a score of 771 and Sprint with a score of 746. “Online, the chat experience has the greatest impact on satisfaction because customer care issues can be resolved on the first contact,” J.D. Power explained, noting that online channel usage increased to 18 percent from 9 percent in 2011. AT&T scored particularly well for its in-store service, J.D. Power said.
Virgin Mobile took home the top award among non-contract customers with a score of 775, followed by Boost Mobile (747), MetroPCS (737), Cricket (730), the non-contract average (726), TracFone (692), Straight Talk (691) and Net10 (674).
J.D. Power also offered compelling stats on when people call-in, use the Web or visit a carrier for support:
There are three core reasons full-service wireless customers contact their carrier—problems, questions and account changes. These reasons differ by channel. The phone channel is used primarily for questions (40%), followed by problems (38%) and account changes (18%). The walk-in channel is used primarily for problems (43%), questions (36%) and account changes (15). Contact via the online channel is use mainly for questions (53%), followed by problems (25%) and account changes (15%).
Do these findings match up with your experiences?