Press Release

App Usage for Wireless Carrier Problem Resolution High across Generations, J.D. Power Finds

T-Mobile, Metro by T-Mobile and Consumer Cellular Rank Highest in Respective Segments

From Boomers to Generation Z1, nearly 1 in 5 wireless customers are using the app for problem resolution, according to the J.D. Power 2021 U.S. Wireless Customer Care Mobile Network Operator Performance StudySM—Volume 1 and the J.D. Power 2021 U.S. Wireless Customer Care Mobile Virtual Network Operator Performance StudySM—Volume 1, released today.

“Wireless providers focusing on improvement in customer care must continue to invest in app optimization, as app usage is surely to increase over time,” said Ian Greenblatt, managing director at J.D. Power. “Yet again, customer satisfaction is profitable - by focusing more on improving the app, providers will have opportunity to more quickly satisfy customers at their own pace and at the same time capture meaningful operational cost savings through lower call center volume.”

Study Results

For Mobile Network Operators, T-Mobile ranks highest with a score of 832. Verizon Wireless (805) ranks second. The Mobile Network Operator segment average is 802.

For Mobile Virtual Network Operators, Metro by T-Mobile ranks highest with a score of 829. Cricket ranks second with a score of 827 and Xfinity Mobile ranks third with a score of 813. The segment average is 812.

For Value Mobile Virtual Network Operators, Consumer Cellular ranks highest with a score of 871. The segment average is 821.

The 2021 U.S. Wireless Customer Care Mobile Network Operator Performance Study—Volume 1 and the 2021 U.S. Wireless Customer Care Mobile Virtual Network Operator Performance Study—Volume 1 are based on responses from 13,963 customers who contacted their carrier’s customer care department within the past three months.  The studies evaluate customer care experiences across 6 factors: store service; phone service; website service; app service; social media service; and text service. The studies were fielded from July through December 2020.

For more information about the U.S. Wireless Customer Care Mobile Network Operator Performance Study and the U.S. Wireless Customer Care Mobile Virtual Network Operator 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. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

1J.D. Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004). Millennials (1982-1994) are a subset of Gen Y.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

1J.D. Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004). Millennials (1982-1994) are a subset of Gen Y.

2021 U.S. Wireless Customer Care Studies - Volume 1
2021 U.S. Wireless Customer Care Studies - Volume 1
2021 U.S. Wireless Customer Care Studies - Volume 1
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