Wireless customer care satisfaction remains high, J.D. Power finds

TROY—With a steady flow of calls to wireless customer care representatives, who were moved from call centers to a shelter-in-place situation, great performance and great resolution remain intact during this critical time for wireless carriers, according to the J.D. Power 2020 U.S. Wireless Customer Care Performance Study—Volume 2.

“Just as we saw in our recent U.S. Wireless Network Quality Study, the high bar that carriers set in maintaining their network quality during these unprecedented times is also seen in their seamless delivery of customer care,” said Ian Greenblatt, managing director at J.D. Power. “The industry faced incredible challenges keeping Americans connected and still remarkably have had no customer service disruption despite an unwavering call volume and an uprooted workforce.”

Study Results

T-Mobile ranked highest in Full-Service Carriers with a score of 852, followed by Verizon Wireless with 818.

Metro by T-Mobile rankedhighest in Non-Contract Full-Service Carriers with a score of 827, followed by Cricket with 823.

Consumer Cellular ranked highest with Non-Contract Value Carriers with a score of 871.

The 2020 U.S. Wireless Customer Care Performance Study—Volume 2 is based on responses from 12,325 wireless customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 12 different customer care channels: 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. The study was fielded from January through June 2020.

For more information about the U.S. Wireless Customer Care Performance Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-performance-study.

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