According to a recent survey, T-Mobile has its top competitors; Verizon and AT&T, beaten in at least one category: customer service.
The survey, from J.D. Power and Associates', says T-Mobile ranked highest in volume one of its semi-annual U.S. Wireless Customer Care Performance Study. On a scale of 1,000, T-Mobile had a score of 758. It was the second time in a row it was ranked highest.
We are honored to be the wireless industry's highest-ranked customer service provider, and this is especially rewarding because it's based on direct customer feedback. Our customers know that when they contact T-Mobile, our employees work hard to earn and keep their trust as we help them fully enjoy their experience with T-Mobile's innovative products and services, backed by America's largest 4G network, said Brian Brueckman, senior vice president, direct to customer, T-Mobile USA, said in a statement.
Verizon came in second with a score of 743. AT&T, which recently surpassed Verizon in market share of wireless customers in the U.S., was in last place and below the industry average with a score of 729.
The study found people are happiest when they talk to an actual human representative. T-Mobile ranked above all others in this category. Furthermore, T-Mobile had a better than rating than its competitors in online customer service as well.
According to J.D. Power and Associates, having strong customer care without having to use a human is essential too. If wireless carriers can drive improvements in satisfaction with non-human interaction channels, overall customer care performance scores will improve dramatically by making the process more intuitive and efficient, and likely so in a much more cost-effective manner, said Kirk Parsons, senior director of wireless services.