AT&T takes the top spot in J.D. Power customer care rankings for the first timeAlex Wagner - Editorial Director of News and Content
AT&T has been touting its 4G LTE network as the nation's fastest and most reliable quite a bit lately, but now it looks like the carrier has something else to boast about. J.D. Power announced today that AT&T has ranked the highest in customer care satisfaction among the full-service carriers for the first time ever. Finishing with an overall score of 795, AT&T beat out Verizon by 5 points and managed to post the highest score of any carrier in J.D. Power's previous three customer satisfaction surveys. J.D. Power says that AT&T did particularly well when it came to walk-in and online contact service.
As part of its findings, J.D. Power notes that while consumer satisfaction in all three full-service customer contact methods (telephone, walk-in and online) have grown, the online channel has gotten the biggest boost. That's likely due to both the speed of online customer service as well as the ease of access. The growth in consumers utilizing online services likely helped AT&T to win the customer satisfaction crown this time around, as the carrier scored particularly well in that category.
J.D. Power's study was conducted between January 2013 and June 2013 and contains responses from customers that contacted their carrier's customer service during that time. The results of the full-service carrier study are based on responses from 7,373 consumers, while the non-contract results are gathered from the responses of 3,235 consumers. MetroPCS managed to top the non-contract rankings, besting Cricket by 20 points. The full J.D. Power report can be found right here.