Skip to main content

T-Mobile tops J.D. Power customer satisfaction study – again

Image used with permission by copyright holder

J.D. Power and Associates have released their 2011 U.S. Wireless Customer Care Performance Study—Volume 1, which attempts to measure customer satisfaction with mobile operators based on responses from over 9,700 mobile users who contacted their providers’ customer service departments from July through December 2010. And, for the second year running, number-four mobile operator T-Mobile earned the top ranking, with an overall score of 758 on a 1,000-point scale. Verizon Wireless came in second with a score of 743; the industry average was 739.

J.D. Power also found, perhaps unsurprisingly, that customers are generally more satisfied with their support queries if they interact with a human being—whether over a phone or in-person at a store—as opposed to dealing with automated response systems via phone or the Web.

“As more companies encourage customers to contact them on the Web to save operating costs, they run the risk of increased customer churn if the number of contacts needed to resolve a complaint or issue rises,” said J.D. Power and Associates senior director for wireless services Kirk Parsons, in a statement. “Switching intent is four times as high among those who rate their wireless carrier below average in customer care, so the challenge for wireless carriers is to offer an easy and efficient customer care transaction experience.”

The study, currently in its ninth year, found that just over half (51 percent) of telephone contacts in the industry are resolved primarily by a service representative, rather than via automated systems. Where the industry average satisfaction level was 739, the satisfaction level for Web-based contact was just 684 out of 1,000, and automated response systems only did a little better, averaging 704. Reaching a live human being, however, had an overall satisfaction rate of 774.

The study also found customers are most satisfied with their customer service experience if they spend only a short time using automated systems, and quickly move on to a live representative. The study found T-Mobile did a particularly good job at handling calls that move through automated systems to live representatives, as well as direct calls to customer service, although T-Mobile also lead all wireless carriers amongst users seeking help online.

Editors' Recommendations

Geoff Duncan
Former Digital Trends Contributor
Geoff Duncan writes, programs, edits, plays music, and delights in making software misbehave. He's probably the only member…
Microsoft Copilot is invading your favorite chat apps
Telegram app download.

It's not just you -- Microsoft is putting Copilot just about anywhere, and now it's available on Telegram as a bot that's part of its "copilot-for-social" project. Windows Latest reports that to use the bot, you'll need to confirm your phone number by sending your contact in the chat. The company is expanding its AI integration into one of the most popular messaging apps, but it might not end there.

Microsoft claims that it won't save your phone number for anything other than verification, but it's needed because the service is currently unavailable for anyone in the EU, at least for now. If anyone in the EU tries to access it, they will be blocked.

Read more
The best Google Pixel 8a screen protectors in 2024
The Google Pixel 8a's screen.

The Google Pixel 8a is Google's latest smartphone. While it's not a match for Google's flagship phones, the Pixel 8 and 8 Pro, it's not meant to be. The Pixel 8a is a midrange powerhouse with the Tensor G3 processor, a showstopping camera, and the advanced smarts of Google's Gemini Nano AI model.

But none of that matters if you can't see it. The display is a vital part of any smartphone, and the Pixel 8a's 6.1-inch OLED panel is a beauty. It has a 120Hz refresh rate and a high brightness, making it comparable to some of the best phones in the midrange market. However, all that tech should be protected. Here are the best Google Pixel 8a screen protectors to keep your phone's screen safe from scratches, dirt, and smudges.

Read more
Your Samsung Galaxy Watch is getting new AI health features
Samsung Galaxy Watch 6 and Watch 6 Classic, in black and silver.

Samsung has already put AI into your Galaxy smartphone, and its next move is to put it inside your Galaxy smartwatch too. The company will introduce Galaxy AI features to the Galaxy Watch range with the One UI 6 Watch update coming in the near future. The benefits all center around health and fitness.

Galaxy AI on wearables will also be part of the Samsung Health app, which is used to keep track of your health, fitness, sleep, and daily activity. What features will it include? At this stage, the company has detailed six key advancements using Galaxy AI in Samsung Health and One UI 6 Watch.

Read more