JD Power's study covers a period that spans six months beginning in July 2014 until December 2014. Based on the research firm's data regarding the quality of customer service, AT&T scored the highest among wireless carriers in the United States, getting 786 points out of a possible 1,000 points.
Trailing AT&T are two other major wireless carriers T-Mobile and Verizon Wireless, which scored 777 points and 771 points, respectively. The fourth spot is claimed by Sprint, which garnered 746 points.
Also, according to JD Power's findings, the average score for the industry in what the research firm dubs the full-service group is 773 points.
There are many reasons people contact their wireless carriers for help. But the three main reasons are: 1) they are experiencing problems with their devices or wireless service; 2) they have inquiries about their accounts; and 3) account changes.
JD Power's study, which is reports twice every year, essentially evaluates the wireless carriers on how well they deal they deal with the issues mentioned above, specifically on how good they are at resolving problems, how long they find a solution to any issues, and how smooth or prompt they process concerns forwarded by their customers. Whether it is being done online, in stores, or on the device itself, any type of customer service is being taken into account by JD Power's study.
Of course, a good customer service score is not the same as revenue, profit, or number of subscriptions. But it does help a bit in enhancing a wireless carrier's reputation, especially in the minds of potential customers, a portion of which may find the quality of customer service an important factor in deciding whether to sign up or not.
As for AT&T, it continues its streak at the top of the rankings in terms of customer service. In the last two studies released by JD Power, the carrier has taken the number one spot. During the same time last year, AT&T's score (793 points) was actually higher than this year's, with the average (782 points) a bit higher too. JD Power also found that AT&T's ranking was above average in four of the five service channels analyzed by the research firm. Before AT&T's surge lately, Verizon Wireless had dominated the rankings for a couple of years.
To complete its report, JD Power polled almost 6,500 full-service wireless subscribers and over 2,600 non-contract wireless subscribers.
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