T-Mobile and MetroPCS come in first in J.D. Power’s new wireless customer care study


After coming out on top in J.D. Power’s U.S. Wireless Customer Care Performance study at the start of 2018, T-Mobile and MetroPCS have beat out the other carriers again today.

J.D. Power today released the results of its U.S. Wireless Customer Care Performance study, which takes a look at customers who contacted their carrier’s customer care department within the past three months. This includes customer service over the phone, in-store contact, online chat, email, social media posts, carrier app questions, automated telephone systems, website search, social media search, user forums, videos from the carrier, and carrier app search.

This latest volume of J.D. Power’s U.S. Wireless Customer Care Performance study is based on responses from 14,745 customers. The results were gathered from January through June 2018.

So what are the results? T-Mobile came in first for the full-service carrier category, scoring 839 points out of 1,000. That beats the score of 829 that it put up earlier this year. AT&T and Verizon tied for second with a score of 804, while Sprint came in fourth with 754 points. This marks the 16th time that T-Mo has come out on top in J.D. Power’s full-service customer care performance study.


MetroPCS won in the non-contract category, earning 819 points out of 1,000. Boost Mobile came in second with 817 points, Cricket finished third with 812 points, and Virgin Mobile rounded out the top four with a score of 767 points.


Here’s Ian Greenblatt, J.D. Power’s Media & Telecom Practice Lead, explaining what helps a carrier to score well in these studies:

“With cross-training, carriers have empowered customer service representatives to resolve problems across both billing and technical issues – when transfers and hold times go down, satisfaction goes up. Customers are then able to establish a relationship with their support, spend less time dealing with their particular issue and have a smoother, more pleasant experience. It is something to note when looking at how these wireless companies can ensure their customers remain loyal.”

Source: J.D. Power

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