AT&T tops T-Mobile, Verizon and Sprint in satisfaction survey2016-08-01 03:18 by Daniela
Tags: AT&T, T-Mobile, Verizon, Sprint
According to the J.D. Power 2016 Full Service Wireless Customer Care Study, AT&T is the wireless carrier that offers the best customer service. AT&T's customers have been more satisfied by the service than those of other carriers' customers.
AT&T scored 820 out of 1,000 points in the survey, and T-Mobile scored 815. Verizon came in third with 797 and Sprint was last with 750 points.
Among the prepaid service providers, Consumer Cellular was ranked at the top, even ahead of AT&T at 878 points. Cricket and Boost Mobile followed and Net10 was ranked the lowest, of the eight providers.
Interestingly, customers prefered to use the online channels to contact their carrier for support, even though there are other options as well.
"Given the number of dedicated contact channels available, the self-service channels generate the largest increases in contact volume over time and represent a growing trend among customers who prefer that experience vs. more in-person contact," said Kirk Parsons, senior director and technology, media & telecom practice leader at J.D. Power. "Some of the main influences contributing to the frequency gains in self-service channels are the proliferation of mobile device usage and the improved experience in user interface and technology that allow for multiple inquiries, faster response and higher overall satisfaction."
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