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T-Mobile, Verizon top cellular support ranks

updated 04:35 pm EDT, Fri August 14, 2009

JD Power Cell Support Rank

JD Power gave a rare three-way tie for the top spot in customer support among US cellular carriers this week. Alltel, T-Mobile USA and Verizon all earned the top spot with each receiving a 747-point score out of 1,000 and a full five-star rating. Each scored well in different areas. Alltel fared best with retail support, while T-Mobile was best in getting customers to live phone help and Verizon was the most efficient at solving problems.

The gap was not necessarily wide between these and other carriers, but AT&T sat slightly below average, at 730 points and three stars. Despite significant attempts to improve its customer help in recent months, Sprint placed last with 704 points and similar stars.

Researchers noted that the overall field nonetheless moved up as a whole, as the average moved up 12 points compared to February while more issues (76 percent) were solved on the first pass and customers spent roughly a minute less waiting on the phone at 5 minutes 55 seconds.



By Electronista Staff
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Comments

  1. Le Flaneur

    Senior User

    Joined: Oct 1999

    0

    AT&T still stinks

    If they didn't have the iPhone, no one would use them.

  1. FreeRange

    Fresh-Faced Recruit

    Joined: Jul 2009

    0

    Carrier Rating Nonsense

    This is very misleading. Statistically it appears there is very little difference between carriers. Further, the bar graphs are totally misleading as they only show an extremely enlarged snapshot of the very end of the bars. If the full 700 range was shown in the bar you would need a magnifying glass to see the difference! There is no meaningful data with this sloppy article.

  1. GarthT

    Fresh-Faced Recruit

    Joined: Jun 2009

    0

    Prepaid?

    I wonder how prepaid would fare? I only use prepaid phones, I have something against signing unfair contracts.
    Anyway, I use a Tracfone and I must say I have not had any bad experiences with them. That is not the reason I use them though, I like the fact that there are no hidden charges or service charges and that I stay in control of how much I spend on a month-to-month basis. It allows me much greater freedom than any contract can give.

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