J.D. Power and Associates released its 2012 U.S. Wireless Customer Care Full-Service Performance Study – Volume 2 on Thursday, in which it found that Verizon Wireless ranked the highest in customer care performance for the third consecutive time with an overall score of 771/1,000. Sprint Nextel followed in second place with a score of 764, AT&T received a score of 756 and T-Mobile received a score of 722.
“While satisfaction levels among tiered customers are lower across most of the contact channels, the largest gap in customer satisfaction scores between tiered and unlimited plans is in the telephone channel (34 points),” J.D. Power said in the report. “Timeliness in resolving problems and promptness in speaking with a service rep are two of the more problematic areas of performance.”
J.D. Power and Associates also released its 2012 U.S. Wireless Customer Care Non-Contract Performance Study — Volume 2, in which Virgin Mobile took the cake with the best customer care. It had a score of 750/1,000 and was followed by TracFone (718), Straight Talk (705), MetroPCS (702), Boost Mobile (698), Net10 (677) and Cricket (673).
The company’s full service study was based on responses from 7,428 wireless customers in the United States who contacted customer care between January and June of this year.