JD Power and Associates, the top name in consumer studies, has released their 2011 Wireless Customer Care Performance Study part 1. Out of the 9700 sample size T-Mobile ranked the best, again. T-Mobile won the same award last year. Not only that since 2004 T-Mobile has won 11 of 13 JD Power Awards for Customer Care and 9 of the 12 JD Power Awards for Retail Customer Experience.
T-Mobile came in first place again with an overall score of 758 out of 1000, followed by Verizon with a 743 , Sprint had a 731 and AT&T with a 729. The median score was 739. Although in another recent survey Sprint topped Verizon, JD Power is often considered the biggest of customer satisfaction awards.
While most companies focus on one call resolution, the JD Power survey has found that customers prefer to speak with a live person who can often times answer follow up questions better than an IVR. They found that T-Mobile does particularly well with routing calls through an automated system and then to a live person that can assist them even further.
They also found that T-Mobile had the highest ratings as far as getting assistance from their website.
More after the break
Why do customers contact customer care?
36% contact customer care for equipment and service (technical issues)
32% for general billing issues
28% for incorrect charges
23% for call quality
21% for price or cost
Based on these customer care patterns with US users it’s not hard to see why the availability of a live person is important. It’s hard to explain a lot of technical issues, especially with smartphones, to a computer.
“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,” – Brian Brueckman, Senior Vice President, Direct To Consumer, T-Mobile USA
Source: JD Power & Associates and T-Mobile