Satisfaction with wireless providers rebounds

TROY—Satisfaction with wireless providers is rebounding from 2021, showing the flexibility of providers to adapt to changing customer expectations, according to the J.D. Power 2022 U.S. Wireless Customer Care Study—Volume 1, released today.

“The industry is getting a grip on what the new norm is and have invested time and energy in training customer service representatives to best handle incoming requests based on customer preferences and issues,” said Ian Greenblatt, managing director at J.D. Power. “Making the connection with customers is imperative to keep satisfaction scores going up to pre-pandemic levels. For example, this volume of the study shows us that T-Mobile has made strong efforts to improve problem resolution satisfaction through its social media channel, which is seen in an increase in its satisfaction scores.”

Study Rankings

T-Mobile ranks highest in the mobile network operators segment with a score of 823.

Cricket ranks highest in the mobile virtual network operators segment with a score of 824, followed by Metro by T-Mobile Cricket with 812.

Consumer Cellular ranks highest in the value mobile virtual network operators segment with a score of 855.

The 2022 U.S. Wireless Customer Care Study—Volume 1 is based on responses from 11,429 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 6 factors: store service; phone service; website service; app service; social media service; and text service. The studies were fielded from July through December 2021.

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

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