AT&T tops J.D. Power's latest customer care survey, edging out T-Mobile

att woman with phone
Image source: AT&T

AT&T ranked as the best-performing major U.S. carrier in J.D. Power's latest customer care report, edging out T-Mobile.

The market research firm measured carriers' customer care performance in several areas: on the phone through automated response systems and service representatives; walk-in visits at retail stores; and online through carriers' websites, social media and chat. AT&T performed particularly well in the online and retail channels, J.D. Power said, and scored above average in all four service channels.

AT&T earned a score of 820 on a 1,000-point scale, while T-Mobile was a close second with 815. Verizon earned a score of 797, and Sprint finished last among the tier-one operators with a 750 score.

FREE DAILY NEWSLETTER

Like this story? Subscribe to FierceWireless!

The Wireless industry is an ever-changing world where big ideas come along daily. Our subscribers rely on FierceWireless as their must-read source for the latest news, analysis and data on this increasingly competitive marketplace. Sign up today to get wireless news and updates delivered to your inbox and read on the go.

AT&T was quick to crow about J.D. Power's latest findings, issuing a press release touting the results.

Consumer Cellular was the top-ranked non-contract service provider with a score of 878, J.D. Power said, followed by Cricket and Boost Mobile. Net10 was the lowest-ranked of eight non-contract providers.

Interestingly, wireless customers are increasingly looking to online alternatives to receive customer care from their carriers. Forty-seven percent of users who had a customer service contract during the previous three months used the web, up from 42 percent just six months ago.

Meanwhile, 53 percent of customers of the four major carriers had a walk-in service contact, up from 49 percent during the previous six-month period. Forty-two percent used an automated response system, then talked directly to a representative. Nearly three-fourths of respondents who contacted their carrier online did so using a smartphone or tablet.

"Given the number of dedicated contact channels available, the self-service channels generate the largest increases in contact volume over time and represent a growing trend among customers who prefer that experience vs. more in-person contact," said Kirk Parsons, J.D. Power's senior director and technology, media & telecom practice leader, in a statement. "As customer care usage patterns continue to change, it's important for wireless carriers to meet or exceed the service expectations of the growing self-service channels and the different platforms and devices that can access customer information and help assist when problems arise, which can lead to increased satisfaction and future loyalty."

For more:
- see J.D. Power's press release

Related articles:
US Mobile claims 4% churn, credits customer care
DirecTV tops J.D. Power pay-TV customer satisfaction ranker; TWC once again dead last
T-Mobile gets high marks for customer care

Suggested Articles

Also this week, more than 40 teams met up in Los Angeles to demonstrate 5G use cases on AT&T’s 5G network, which reached speeds up to 1.8 Gbps.

Next month, BT Mobile is debuting a combined 5G mobile and home broadband unlimited plan called BT Halo.

Mississippi's decision to drop out of litigation opposing the T-Mobile/Sprint merger is unique, says one analyst.