T-Mobile, MetroPCS and Consumer Cellular Rank Highest in J.D. Power’s Customer Care Study
Customer care becomes one of the most important factors when it comes to decision making on choosing the next wireless operator. Even if service is great and the price is right, poor customer care can reject the customer, especially in prepaid mobile market, where users are not bounded with a 2-year contract and can change their operators almost on monthly basis.
According to 2018 U.S. Wireless Customer Care Performance Study carried out by a J.D. Power, a global leader in consumer insights, advisory services and data and analytics, T-Mobile offers the best customer care among the full service wireless carriers. T-Mobile scored 828 points on 1,000-point scale, Verizon Wireless scored 822 points and AT&T scored 811 points.
Just like its parent company, Metro PCS scored the best result for no-contract full service wireless carriers. Metro PCS scored 828 points, Cricket Wireless took second place with 814 points and Boost Mobile came third with 804 points.
In the segment of no-contract wireless value carriers, Consumer Cellular scores first position with 880 points, Straight Talk Wireless ranks second with 770 points and Net10 Wireless comes third with 760 points.
The studies surveyed 15,668 customers over the period from July through December 2017. J.D.Power redesigned this year’s study in order to provide deeper insight into customer care service and to better understand customer interaction across 12 different customer service 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 results showed that overall satisfaction of customers is highest when they ask questions or make requests of their carriers via social media. They would rather use social media than calling a Customer Care representative. Using social media channel earned 838 point out of 1000, using apps 835, while calling a representative scored 797 points.