T-Mobile offers the highest level of customer care among major wireless carriers, according to J.D. Power. The average T-Mobile customer care rating was 833 on a 1,000-point scale. It was followed by Verizon Wireless (812) and AT&T (799). The segment average is 803.
Researchers also identified an opportunity for wireless carriers to improve customer satisfaction by improving their websites.
“We found that nearly one-third of full-service wireless carrier customers who sought help via their carrier website experienced an issue and nearly half of customers had to use another channel to solve their issue,” Ian Greenblatt, Managing Director at J.D. Power, said in a press release. “Simplifying and refining websites to make it easier for wireless customers to get quick answers to their questions is one of the fastest ways to improve customer satisfaction.”
T-Mobile Customer Care
J. D. Power also looked at customer satisfaction among non-contract carriers.
The non-contract full-service carrier category was led by Cricket at 815. Metro by T-Mobile followed (811) and Boost Mobile (808) finished third. The segment average is 809.
The non-contract value carrier category was led by Consumer Cellular at 868. Straight Talk Wireless was second (788) and TracFone third (750). The segment average was 788.
The studies are based on responses of 11,531 customers who contacted their carrier’s customer care department during a three-month period. It was in the field from July to December 2018. It evaluated a dozen categories: Phone customer service reps; in-store contact; online chat; email; social media post; carrier app question post; automated telephone systems; website search; social media search; user forum; video from carrier; and carrier app search.
It’s not surprising that issues besides pure connectivity – and often related to websites — matter to wireless subscribers since they are a key point of contact.
Last August, J.D. Power reported that customer satisfaction is lower at non-carrier stores than at carrier stores and that the perception is that non-carrier websites are easier to navigate.