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AT&T has best wireless customer care in the U.S. – Study

by Todd Haselton | July 30, 2016July 30, 2016 3:00 pm PST

Samsung Galaxy S5 Active AT&T 9

AT&T didn’t have to give out free pizzas to win a recent customer care award. The carrier received the top accolades in the J.D. Power 2016 Full Service Wireless Customer Care Study Volume 2, which was published earlier this week.

“More than half (53%) of full-service customers had a walk-in service contact, compared with 49% over the previous six-month period, while 42% had an ARS, then CSR contact, compared with 43% in the previous six months,” J.D. Power explained.

AT&T beat T-Mobile by 5 points with a score of 820 on a 1,000 point square. The industry average fell in at 804, followed by Verizon with a score of 797 and Sprint with a score of 750, by far the lowest ranked carrier in the U.S. for customer care.

J.D. Power said AT&T performed “particularly well in the walk-in and online channels, and performs above the full-service average in all four service channels.”

J.D. Power

Todd Haselton

Todd Haselton has been writing professionally since 2006 during his undergraduate days at Lehigh University. He started out as an intern with...

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