Updating Websites for Convenience Would Reward Wireless Carriers, J.D. Power Finds
T-Mobile, Cricket and Consumer Cellular Rank Highest in Respective Segments
COSTA MESA, Calif.: 31 Jan. 2019 — If wireless carriers focus more resources on improving their website, they will see an improvement in customer satisfaction, according to the J.D. Power 2019 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 1 and the J.D. Power 2019 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 1.
“We found that nearly one-third of full-service wireless carrier customers who sought help via their carrier website experienced an issue and nearly half of customers had to use another channel to solve their issue,” Ian Greenblatt, Managing Director at J.D. Power. “Simplifying and refining websites to make it easier for wireless customers to get quicker answers to their questions is one of the fastest ways to improve customer satisfaction.”
For full-service carriers, T-Mobile ranks highest with a score of 833. Verizon Wireless (812) ranks second and then AT&T (799) ranks third. The full-service segment average is 803.
For non-contract full-service carriers, Cricket ranks highest with a score of 815. Metro by T-Mobile (811) ranks second and Boost Mobile (808) ranks third. The segment average is 809.
For non-contract value carriers, Consumer Cellular ranks highest with a score of 868. Straight Talk Wireless (788) ranks second and TracFone (750) ranks third. The segment average is 788.
The 2019 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2019 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 1 is based on responses from 13,109 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 12 different customer care channels: phone customer service reps; in-store contact; online chat; email; social media post; carrier app question post; automated telephone systems; website search; social media search; user forum; video from carrier; and carrier app search.
The studies were fielded from July through December 2018.
For more information about the U.S. Wireless Customer Care Full-Service Performance Study and the U.S. Wireless Customer Care Non-Contract Performance Study, visit https://www.jdpower.com/business/resource/us-wireless-customer-care-performance-study
J.D. Power is a global leader in 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, South America, Asia Pacific and Europe.
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