J.D. Power: Digital channels improve wireless customer care

TROY–Overall wireless customer care satisfaction has increased thanks to a boost in satisfaction with digital channels, according to the recently released J.D. Power 2024 U.S. Wireless Customer Care Study, Volume 1.

Specifically, satisfaction with digital channels increased 15 points (on a 1,000-point scale), as customers who utilized the website or mobile app indicate it required less effort to get their issues resolved.

“Most major wireless carriers received a boost in overall satisfaction due to their strong digital customer experience performance,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power. “With the increase of first contact problem resolution and a decrease in effort spent to resolve any issue, this optimization has created a positive effect on customer experience and loyalty in the industry.”

Study Rankings

T-Mobile ranks highest in the mobile network operators segment with a score of 834 for the 13th consecutive volume.

Spectrum Mobile ranks highest in the mobile virtual network operators segment with a score of 847, followed by Cricket (842) and Metro by T-Mobile (840).

Consumer Cellular ranks highest in the value mobile virtual network operators segment for the 16th consecutive volume with a score of 863, followed by Mint Mobile (844), and Google Fi Wireless (839).

See the rank charts for each segment at http://www.jdpower.com/pr-id/2024006.

The 2024 U.S. Wireless Customer Care Study—Volume 1 is based on responses from 17,428 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across three factors: store service; phone service; and digital service. The studies were fielded from July through December 2023.

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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