AT&T Tops, T-Mobile Passes Sprint in J.D. Power Wireless Study
For the second time in less than a year, AT&T has come out on top of J.D. Power’s full-service wireless customer care study.
Although its overall score of 793 is slightly down from the 795 J.D. Power awarded it in August 2013, AT&T still came in first among its contract carrier competition.
Verizon Wireless didn’t trail by much with an overall score of 788. T-Mobile managed to increase its overall score by 18 points over the previous study, giving it a 778 and moving it ahead of Sprint.
Sprint meanwhile lost 15 points off its previous score and fell to fourth place with a 757.
The study’s findings are based on responses from 7,195 full-service wireless customers. The study also collected responses from 2,912 non-contract wireless customers, a group that again ranked MetroPCS as the top rated non-contract carrier.
Much of the study’s key findings focused on resolution of customer service issues. In particular, the study noted that the “likelihood of full-service wireless customers switching carriers increases from 16 percent when their service call lasts less than 5 minutes to 30 percent when their call lasts 15 minutes or more.”