AT&T are the highest ranking full-service North American cell ‘phone provider when it comes to customer services, according to the latest J.D. Power study, which was released today. The survey ran from July to December 2014 and around 6,499 US wireless customers participated. The J.D. Power survey asks customers to numerically grade their carrier and is based on a combination of their experience and perception of the brand, devices, signal and similar. It’s important to note the caveat here that “your experience may vary,” because cell ‘phones could very legitimately be called “personal ‘phones,” as we all use them differently from one another.
However, as can be expected, AT&T are very pleased at coming out on top. Glenn Lurie, President and Chief Executive Officer, said this on the matter: “Our research has shown and our customers tell us that their number one desire is to feel appreciated by their provider, and we at AT&T Mobility are dedicated to deliver that each and every day to our customers. Delivering an excellent customer care experience is one of the foundations of our overall relationship with customers. And it’s going to get even better in 2015.” Certainly, AT&T have had to work hard for this award to keep customers happy. 2014 was an interesting year and we’ve seen Sprint and T-Mobile USA launch aggressive price cuts, which have the potential to undermine customer confidence in their carrier. However, AT&T have launched a range of new services for existing customers, such as Rollover Data, plus changes to international calling plans.
Going forwards, AT&T is likely to continue to face stiff price competition from the other North American carriers. Google’s entry into the cell ‘phone market thanks to their deal with Sprint and T-Mobile USA may or may not prove disruptive to the market, but T-Mobile and Sprint are already doing their best to unsettle the bigger two carriers of AT&T and Verizon! To our readers, do you use AT&T? If so, are you happy with the quality of the network, your device signal and of course their customer services? Or do you use a mobile virtual network operator that piggybacks onto AT&T’s network? However, have you left AT&T for another carrier? Let us know of your experiences below.