T-Mobile holds on to top spot in quality of care

T-Mobile has beaten AT&T to hold on to its top spot in the quality of its help for customers, JD Power found today. The company had the highest score for its service at 777 points and was the only one of the top four carriers to get a five-star mark from subscribers. It thrived primarily on the level of over-the-phone support.

AT&T scored only slightly lower, at 757, but was rated just three stars by its users. The iPhone provider fared well helping customers at retail but struggled to do the same over the phone. Scores for Verizon and Sprint weren't immediately available, but Verizon's network reputation wasn't enough to avoid a lower score and a three-star rating, while Sprint's attempts to turn around its public image weren't helped as it has a two-star rating.

The ratings are potentially important to holding on to customers as many do act on very high or low rankings. A customer loyal enough to refuse to switch typically scores 827 points, but someone determined to change carriers often rates the current carrier's support at 602.

AT&T's problems with 3G oversaturation in key areas has often been considered a major liability to its help, but the JD Power rankings suggest the network isn't as strong a factor as once thought. A separate study recently showed that iPhone owners were more loyal to AT&T even when the service as a whole had slightly below-average satisfaction.

By Electronista Staff