T-Mobile, Metro by T-Mobile and Consumer Cellular ranked highest in customer satisfaction in three classes of mobile operations, according to two wireless carrier satisfaction studies by J.D. Power.
The market research firm noted that customers across all age groups are using apps for problem resolution. J.D. Power also reports that almost 20% address problems in this way and suggests that usage will continue to increase.
Wireless carriers were rated on a 1,000-point scale. The results of the annual wireless carrier satisfaction study:
- Mobile network operators: T-Mobile (832 out of 1,000); Verizon Wireless (805); AT&T (793) and Sprint (778). The segment average was 802.
- Mobile virtual network operators: Metro by T-Mobile (829); Cricket (827); Xfinity Mobile (813); Spectrum Mobile (796) and Boost Mobile (783). The segment average was 812.
- Value mobile virtual network operators: Consumer Cellular (871); Straight Talk (813) and TracFone (791). The segment average was 821.
The increased use of apps is a chance for carriers to distinguish themselves, according to J.D. Power managing director Ian Greenblatt. “Wireless providers focusing on improvement in customer care must continue to invest in app optimization, as app usage is surely to increase over time,” he said in a press release about the wireless carrier satisfaction research.
The studies — J.D. Power 2021 U.S. Wireless Customer Care Mobile Network Operator Performance Study–Volume 1 and the J.D. Power 2021 U.S. Wireless Customer Care Mobile Virtual Network Operator Performance Study–Volume 1 tracked responses from 13,963 people who contacted their carriers’ customer care department during the past three months.
The studies were in the field from July until December, 2020. The factors considered were store service, phone service, website service, app service, social media service and text service.
The winning carriers were repeaters from last year’s J.D. Power wireless carrier satisfaction research. T-Mobile was the top-ranking full-service carrier with a score of 848. Metro by T-Mobile led the field of non-contract full-service carriers with a score of 821. Non-contract value carries were led by Consumer Cellular, with a score of 888.