AT&T ranked the highest in customer-service satisfaction in a new report by J.D. Power called “.”
J.D. Power attributed the gains to better online tools to communicate with customers — “especially the chat function,” said the report. It noted that online chat overall is efficient and immediate, making it more satisfying to customers seeking a resolution.
The study, in its 13th year, measures how satisfied customers are when interacting with their wireless carriers over the phone, at a store and online. It took into account length of hold times, problem resolution efficiency and processing issues. And it ranked companies on a 1,000 point scale.
With AT&T taking the lead in the full-service category with 786 points out of 1,000, there appears room for improvement. It was 9 points ahead of T-Mobile and 13 above the average. Sprint ranked the lowest, at 746.
The , ranked T-Mobile at the top with 792 points, with second-place AT&T at 788.
For , Virgin Mobile took the lead at 775 points, or 49 points above average. In last place was Net10, with 674 points.
