AT&T has been ranked number one in customer service among the leading wireless carriers in the U.S. The survey was conducted by J.D Power’s 2015 Wireless Customer Care Full Service Study during July to December 2014.
About 6,499 wireless consumers were surveyed and carriers like AT&T, T-Mobile, Verizon, Sprint and non-carriers like Virgin Mobile, Boost Mobile, Metro PCS, Cricket, TracFone, Straight Talk And Net10 were ranked accordingly based on votes. AT&T topped with a score of 786/1000 followed by T-Mobile with 777, Verizon Wireless with a score of 771 and Sprint received 746 votes.
“Delivering an excellent customer care experience is one of the foundations of our overall relationship with customers,” said Glenn Lurie, president and CEO of AT&T.
AT&T stated that it was interested in delivering satisfaction “each and every day” to customers. J.D Power explained that online chat played a major role in solving customer’s issues and noted the increase in online activity from 9 percent in 2011 to 18 percent in 2014. AT&T gained major points for its in-store customer service and performed well in four of its five service channels.
Among non-contract carriers, Virgin Mobile took the award with a score of 775 followed by Boost Mobile with 747 and MetroPCS with a score of 737. J.D Power listed three core reasons like problems, questions and account changes which cause customers to contact their carriers.
In terms of phone channel, it was primarily used for questions (40%), problems (38%) and account changes (18%). The walk-in channel or in-store channel was mainly used for problems (43), questions (36%) and account changes (15 %). The online channel was used for questions (53%) followed by problems (25%) and account changes (15%).
AT&T has also won the award for customer satisfaction in the second half of 2013 and during the first half of 2014, making this the third consecutive award.
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