MetroPCS Earns Highest Score in J.D. Power’s U.S. Wireless Customer Care Study Once Again

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    U.S.-based global marketing information services company, J.D. Power, recently unveiled the results of its study, Wireless Purchase Experience Satisfaction Study Volume 2 (2017). And just like the results of its study conducted early in the year, MetroPCS has earned the top spot for Non Contract: Full Price in Volume 2.

    T-Mobile also previously earned the spot for Wireless Customer Care among full price postpaid carriers and continues to hold this title.

    The results from Volume 2 come from 14,745 subscribers who made a call to their corresponding carrier’s customer service department in the last three months. These respondents were then asked certain questions to determine their experience after making a call. Their experiences were further classified into categories: “phone customer service reps, online chat, in-store contact, social media post, email, automated telephone systems, website search, carrier app question post, user forum, carrier app search, video from carrier, and social media search.”

    The other winners revealed in the study were Consumer Cellular (Non Contract: Value) and AT&T (Full Service).

    Overall, the study revealed these results:

    Postpaid Full Service Carriers (on a 1,000-point scale):

    • T-Mobile (839/1,000)
    • AT&T (804/1,000)
    • Verizon (804/1,000)
    • Sprint (754/1,000)

    Prepaid Full Service Providers (on a 1,000-point scale):
    • MetroPCS (819/1,000)
    • Boost Mobile (817/1,000)
    • Cricket Wireless (812/1,000)
    • Virgin Mobile (767/1,000)
    Value Prepaid Carriers (on a 1,000-point scale):
    • Consumer Cellular (882/1,000)
    • Straight Talk (801/1,000)
    • TracFone (759/1,000)

    Source: J.D. Power

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