J.D. Power is out today with its latest survey on satisfaction of customer care for wireless carriers. T-Mobile handily took top honors, but ironically, Sprint came in last place as the two are in the middle of a merger deal.
J.D. Power’s U.S. Wireless Customer Care Full-Service Performance study took into account feedback from over 14,000 customers. One of the biggest take aways was that cross-training at call centers has reduced the amount of transfers, resulting in higher customer satisfaction.
“With cross-training, carriers have empowered customer service representatives to resolve problems across both billing and technical issues – when transfers and hold times go down, satisfaction goes up,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power.
As for the results, T-Mobile not only easily beat out AT&T, Verizon, and Sprint, but was also the only carrier to receive 5/5 for J.D. Power’s “Power Circle Ratings.”
Ironically, in the midst of a T-Mobile/Sprint merger deal, Sprint scored well below the industry average with just 2/5 power circles. If the merger does successfully go through, it will be interesting to see how the new T-Mobile would address such variance in customer service.
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