A new wireless survey conducted by J.D. Power
suggests that AT&T customers are the happiest with their carrier's customer support. AT&T
scored 793 out of a 1,000 point scale, taking the top spot among full-service wireless carriers. Verizon
came in a close second with a score of 788, enough to top the industry average score of 782. T-Mobile
fell below the industry average with scores of 778 and 757, respectively.
Though T-Mobile scored under the industry average, it made some big gains compared to a year ago. T-Mobile was dead last in 2012
with a score of 715 on the same 1,000 point scale, but managed to skip ahead of Sprint for third place in 2013. Perhaps T-Mobile's "un-carrier
" approach is resonating within the company's customer service department.
J.D. Power offered up some insight into how wireless carriers can improve their standing. For example, J.D. Powers says that among full-service wireless customers who resolve their issue during a single phone call, satisfaction is 846 on a 1,000 point scale and declines to 662 when a resolution takes two or more calls.
Customers also showed a disdain for long wait times. When put on hold for 5 minutes or less, overall customer care satisfaction is 843; it drops to 603 when having to hold for 15 minutes or longer. This is an important stat, as less than 17 percent of the 7,195 full-service wireless customers who took the survey said that their most recent customer service inquiry was resolved in 5 minutes or less, versus 20 percent indicating it took 25 minutes or more for a resolution.