AT&T Inc. (NYSE:T) is the best customer service provider in the US, according to two studies carried out by JD power. Despite not offering attention-seeking offers, the second largest carrier polled in 820 points out of 1,000 with T-Mobile US Inc (NASDAQ:TMUS) coming in a close second with 815 points. Verizon Communications Inc.(NYSE:VZ), which is the nation’s largest carrier, lagged in at third with 797 points with Sprint coming a distant fourth with 750 points.
JD Power Study Metrics
The outcome of the poll comes as a surprise given that T-Mobile has been active in offering mouthwatering offers all intended to keep customers happy and shrug off competition. The study analyzed how the carriers treat their customers when they make calls for assistance or walk into customer service booths.
Carried between January and June, the study analyzed 7,556 responses mostly focusing on the efficiency of problem solution as well as how long customers were put on hold on calling a customer service representative.
AT&T topped its peers when it comes to customer service in retail stores as well as on online channels. The outcome should be good news for the carrier given that more and more customers are turning to online alternatives whenever they need help from their carriers. According to the survey, more than 49% of all customers in the industry turned to online alternatives for help, up from 42% six months ago.
Buoyed by the results, AT&T says it will continue to offer its customers world-class services going forward be it on a phone, digital communications outlets or in retail outlets. For T-Mobile, it will have to rethink its strategy having come second even on investing a great deal in offers intended to attract more customers and keep them satisfied.
Consumer Cellular was, on the other hand, ranked the best customer service provide when compared to other non-contract service providers. The segment rated eight non-contract providers where Net10 was the lowest ranked.
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