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AT&T beats Verizon in latest customer care satisfaction survey

updated 02:58 pm EDT, Thu August 1, 2013

Sprint, T-Mobile lowest-scoring amongst contract carriers

AT&T has earned first place in a customer care survey of major full service mobile phone networks in the United States, narrowly beating out Verizon, with MetroPCS heading up the non-contract list. The study by J.D. Power also states that the overall level of satisfaction with customer care from carriers has also increased to its highest level since 2009.

On the five-circle scale for overall satisfaction, AT&T scored five, "Among the best" according to the legend, with Verizon in second place with a "Better than most" four. Sprint Nextel and T-Mobile both scored two, deemed "The rest" in the results board. In terms of scores from the company's 1000-point scale, AT&T received 795, Verizon received 790, Sprint 771, and T-Mobile 760, with 786 being the full service average.

On the non-contract side, MetroPCS scored 770 on the 1000-point scale and a five-circle first place in the rankings for the second consecutive reporting period, followed by Cricket with four circles and a score of 750. Of the remainder, TracFone, Virgin Mobile, and Boost Mobile all scored three circles on the shorter scale, with Net10 and Straight Talk Wireless rounding out the bottom on two.

The survey also found that online chat is the most popular form of online customer service, scoring 42-percent of the vote compared to e-mail at 23 percent and social media on 16 percent. The personalized nature of chat also helped it achieve a higher satisfaction mark compared to forums, scoring 784 to 756 on the 1000-point scale.

The survey is based upon the responses from 7,373 contract customers and 3,235 non-contract customers between January and June of this year.

by MacNN Staff



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