by Karl Utermohlen | August 2, 2013 11:54 am
This year’s edition of the JD Power Customer Satisfaction Rankings has been revealed and AT&T (T) was ranked at the top of the customer care satisfaction charts.
The study revealed that customers have not been this satisfied with their wireless carriers’ customer care service since 2009. This was the first year that AT&T topped the customer care satisfaction of full-service carriers with an overall score of 795 out of 1000. For the second straight year, MetroPCS (TMUS) ranked the highest among non-contract carriers in customer satisfaction with a score of 770.
One of the main reasons why people are happier with the customer service of their wireless devices is the growth of the chat function as a way of communicating with customer service representatives. The study revealed that 42 percent of the survey’s subjects have used chat to solve their issues online.
JD Power’s survey includes feedback from over 7,373 customers of full-service carriers and 3,235 customers of non-contract carriers.
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