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For all T-Mobile’s recent bravado, there’s still one avenue the company needs to seriously overhaul: customer service. Unfortunately, a new JD Power study finds T-Mobile in last place once again as Volume 2 of the 2013 Wireless Customer Care Full-Service performance study is released.
T-Mobile’s fourth place finish isn’t all that shocking anymore, but what is shocking is that AT&T passed Verizon for the first place spot. In other words, hell hath frozen over. This is AT&T’s first first-place win with an overall score of 795. Some good news for T-Mobile on the MetroPCS front as they took first place in highest in overall wireless customer care satisfaction among non-contract carriers for the second consecutive period.
JD Powers wireless customer care satisfaction study offers a “detailed report card on how well wireless carriers provide customer service via three main contact channels: telephone, walk-in retail stores and online….the studies measure satisfaction with each contact method and analyzes processing issues, such as the efficiency of problem resolution and the duration of hold times.”
When will T-Mobile turn around their customer service department? I wonder how T-Mobile CEO John Legere feels about this study, and I’m sure we’ll see a response from him on Twitter at some point.