T-Mobile has come in first in the latest round of J.D. Power and Associates’ latest Wireless Customer Care Performance Study.
Now in its eighth year, the semiannual study provides a detailed report card on how well wireless carriers service their customers in three contact methods: telephone calls, visits to a retail wireless store, and on the Web.
T-Mobile ranks highest in wireless customer care performance with an overall score of 777. The carrier performs particularly well in phone contacts.
AT&T follows in the overall rankings with a score of 757 and performs well among customers who visit retail store locations and among customers who contact their carrier online.
Wireless customers who contact their service provider for customer care are increasingly using contact channels other than the telephone, as there have been substantial increases in the percentage of customers who go to carriers’ retail stores and web sites to ask questions or get help.
“While a majority of customers — 60 percent, on average — still use the telephone to contact their wireless carrier for customer care issues, it’s clear that wireless subscribers are increasingly relying on other channels to resolve their customer service needs,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates
Overall, 39% of wireless customers contact their carrier due to service and equipment-related issues, while 34% contact for billing, 25% for incorrect charges, 23% for price or cost, 22% for call quality, 9% for messaging issues, 9 percent for network coverage, and 6% for credit issues.