Verizon, T-Mobile lead in wireless customer service; AT&T, Sprint below average.

By: Juan August 13th, 2009

J.D. Power and Associates said Thursday that wireless customer service has improved overall as hold times and problem resolution has improved from six months ago. Verizon, T-Mobile and Alltel, which was acquired by Verizon, led the research firm’s customer service rankings.

Overall, customer care performance has improved to 735 on a 1,000 point scale. That’s up 12 points from February. Seventy-six percent of calls to customer service was resolved on a first contact, up from 66 percent in February. Hold times also averaged 5.55 minutes; down from 6.58 minutes in February, according to J.D. Power.

In general, J.D. Power identified the following customer service trends in wireless:
• A third of contacts are about the cost of service.
• Among customers that contact their carrier two to three times to fix an issue, 17 percent are likely to switch carriers. If a problem is solved in one contact, 10 percent are likely to switch.
• Fifteen percent of contacts are due to calls or text messages from carriers.


Filed Under: Sprint News


3 Responses to “Verizon, T-Mobile lead in wireless customer service; AT&T, Sprint below average.”

  1. GallagherPreach on August 16th, 2009 3:36 pm

    That is odd, because everyone I know has terrible Verizon and AT&T customer service.

    Granted, I have had a few problems with Sprint, but overall they have been very pleasing and willing to work with me on the issues I was having.

    As a customer service consultant and motivational speaker, I have been pleased with the Sprint service I have received. That may be one reason I have been with Sprint since 2000.

    Just my thoughts.

  2. Russell on August 16th, 2009 10:50 pm

    This I don’t understand sprint reps are x10 better than Verizon’s and most likely ATT’s which I have no had experience with.

  3. Technoid on September 4th, 2009 9:01 pm

    I had seen some other research that showed Sprint was improving their services in this area more than the other carriers. I get good feedback on calls from customers saying they like our service. I may be a tad bit biased though.

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