According to J.D. Power and Associates' recently released eighth annual U.S. Wireless Customer Care Performance Study, T-Mobile tops other top U.S. wireless carriers in overall customer care. T-Mobile received a ranking of 777 out of a possible 1,000 points.
The study is based on a survey of 9,690 wireless customers who contacted their carrier's customer service department over the past six months. AT&T followed T-Mobile with a score of 757, followed by Verizon Wireless (749) and Sprint (734). According to the survey, the industry average is 753.
The report is based on how well the carriers were able to assist their customers via telephone, through in-store visits, or on the Web. Although 60% of wireless users sought help over the telephone, the survey noted that there are an increasing number of people who are using in-store and Web visits. The people who visited a store to fix a problem reported being more satisfied than they are when they utilize other methods of contact.
The study also finds several key wireless customer care patterns:
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