It’s the first time Spectrum Mobile, or any cable provider, has claimed the top spot in the company’s survey of the satisfaction of wireless customers.
The survey found one area where all wireless companies appear to be challenged -- providing customer service to their clients. As has been well-documented during the pandemic, wireless companies -- as well as most enterprises -- are having difficulty hiring and retaining customer service personnel.
“Maintaining a fully staffed, highly trained customer service and sales organization in pandemic times is no small feat—the decline in many of the attributes we measure across the purchase experience is not surprising given the number of open positions across the industry,” said Ian Greenblatt, managing director at J.D. Power.
But Greenblatt said carriers appear to be investing in highly trained store representatives who are committed to customer success because it’s a major factor in whether consumers remain with a company.
Good customer service often equals a 5-star review
Reviewers posting on ConsumerAffairs are usually quick to cite poor customer service as a big part of their frustration with any company they are dealing with. At the same time, they often cite good customer service when they award a company a 5-star review.
“That was the best customer service I’ve ever had with T-Mobile,” Fred, of Jacksonville, N.C., wrote in a ConsumerAffairs review last month. “Thank you Jim for taking the time to call me but most importantly LISTEN to my concerns with my business with T-Mobile! That coming from me is really saying a lot.”
While T-Mobile took the top spot in customer satisfaction for the eighth year in a row, AT&T was second.
Cricket Wireless placed third behind Metro and Spectrum among mobile virtual network providers that bulk-lease capacity from major wireless operators. Consumer Cellular also turned in a strong showing, according to this year’s survey.