Is wireless customer service improving? A new study says it is

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T-Mobile gets the highest ratings, according to J.D. Power

Consumer complaints about customer service have generally been rising across nearly all industries since the pandemic but wireless providers may have finally flipped the script. At least, that’s the finding of a new study.

J.D. Power’s 2023 U.S. Wireless Customer Care Study (Vol.1) found that more wireless providers have improved how they deal with customers, including reducing the time it takes to resolve a problem. On J.D. Power’s customer satisfaction scale, wireless providers have improved their standing by 14 points.

“After a period of fighting through staffing challenges and investing heavily in more dynamic, advanced tool-enabled digital customer support solutions, wireless providers are now reaping the dividends of that hard work in the form of faster customer care resolution and more satisfied customers,” said Ian Greenblatt, managing director of technology, media & telecom at J.D. Power. 

“It is particularly noteworthy that we’re seeing consistent improvement in both digital/automated and live channels via interaction with in-store and phone-based representatives. It is clear from the data that the top-performing wireless providers take a systemic, channel-coordinated approach to customer care and problem resolution.”

Praise for people

ConsumerAffairs has noted more positive reviews of wireless providers in the last 12 months.

Back in late November, Roxanne, of Mound, Minn., had nice things to say about the staff at a T-Mobile store in Chaska, Minn.

“Thank you to Erin, Nick and Josh…for making our Black Friday shopping experience that we were dreading so absolutely fabulous!” Roxanne wrote in a ConsumerAffairs review. “They each had the patience to answer all of our questions, explain what we needed to do and when, and even giving us a follow-up call.”

Hartney, of Mason, Ohio also credited the AT&T staff she encountered for making her experience a positive one.

‘Made my day’

“I had an issue with my husband's phone and called customer service feeling frustrated but was greeted by this wonderful young man named Torron!” Hartley told us. “He had such great energy and a positive attitude that it just made my day better!”

According to J.D. Power’s rankings, T-Mobile had the best showing among major providers  with a score of 829 on a 1,000 point scale. Metro by T-Mobile ranked highest in the mobile virtual network operators segment with a score of 832, followed by Cricket (830) and Boost Mobile (825).

Consumer Cellular ranked highest in the value mobile virtual network operators segment for the 14th consecutive volume with a score of 869, followed closely by Mint Mobile, with a score of 864.

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