The best wireless customer care experiences are increasingly becoming those that involve only one human being, according to the J.D. Power 2020 US Wireless Customer Care Full-Service Performance StudySM–Volume 1 and the J.D. Power 2020 US Wireless Customer Care Non-Contract Performance StudySM–Volume 1, the company said.
The last several years of investment by wireless carriers in their unassisted customer care channels, including technologies such as mobile apps, websites and online videos, have yielded improvements in unassisted care customer satisfaction.
Meanwhile, the satisfaction gap between assisted and unassisted care is narrowing, accompanied by an increase in usage among younger generations in unassisted care channels.
For full-service carriers, T-Mobile ranks highest with a score of 848. Verizon Wireless (817) ranks second and AT&T (793) ranks third. The full-service segment average is 805.
For non-contract full-service carriers, Metro by T-Mobile ranks highest with a score of 821. Boost Mobile and Cricket rank second in a tie with a score of 815. The segment average is 809.
For non-contract value carriers, Consumer Cellular ranks highest with a score of 888. Straight Talk Wireless (771) ranks second and TracFone (751) ranks third. The segment average is 795.
J.D. Power is a global provider of consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, Asia Pacific and Europe.