AT&T has been collecting a lot of J.D. Power awards lately. And they've just added another to their collection. J.D. Power and Associates have just released their customer Care Full-Service Performance Study on Thursday Morning. This study ranks the US wireless carriers based on how well they perform in regards to customer service. Now we've heard that just about every carrier has great customer service and on the flip side we've heard that each one has terrible customer service. So I guess it really depends on who you get when you call up the customer service department for your carrier.
AT&T won the award for the second year in a row with a score of 793 out of 1,000. Followed by Verizon's score of 788, T-Mobile at 778 and Sprint at 757. While the industry average was around 782, for postpaid carriers. J.D. Powers did also rank the prepaid or no-contract carriers as well. In which Metro PCS came out on top with a score of 758, followed by Virgin Mobile at 751, Boost Mobile at 742, Cricket at 718, Trackfone at 714, Straight Talk at 685, and Net10 at 669.
Obviously the scores will vary based on the kind of experience a customer has on the phone. But in general, J.D. Power said that a customer who was on the phone for fewer than 5 minutes had a customer care satisfaction score of 843. While phone calls lasting longer than 15 minutes resulted in a score of about 603. J.D. Power also found out that a customer that is on the phone for 15 minutes or longer is 30% more likely to switch carriers, which really isn't surprising.
AT&T has stated that they have been working on reducing customer wait times and continues to put a focus on customer representative training, as well as designing stores that cater better to customers. And it looks like it's paying off, at least for now. Personally, I've never had an issue with AT&T's customer service, they've always been pretty great. But what about you, our readers? Have you had any issues with AT&T's customer service or even another carrier?