Wireless Providers Solving Customer Issues Faster, Driving Improved Satisfaction Across Virtually All Channels, J.D. Power Finds

T-Mobile, Metro by T-Mobile and Consumer Cellular Rank Highest in Respective Segments

Whether it’s a simple billing inquiry, a plan change or a technical issue, wireless providers are solving customer issues faster than ever, according to the J.D. Power 2023 U.S. Wireless Customer Care Study℠—Volume 1, released today. This decrease in problem resolution time across digital (website and app), phone and in-store channels is driving significant improvements in customer satisfaction, up 14 points (on a 1,000-point scale) to 808 in 2023.

“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.”

Study Rankings

T-Mobile ranks highest in the mobile network operators segment with a score of 829 for the 11^th consecutive volume.

Metro by T-Mobile ranks highest in the mobile virtual network operators segment with a score of 832, followed by Cricket (830) and Boost Mobile (825).

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

See the rank charts for all segments at http://www.jdpower.com/pr-id/2023010.

The 2023 U.S. Wireless Customer Care Study—Volume 1 is based on responses from 15,940 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 6 factors: store service; phone service; website service; app service; social media service; and text service. The studies were fielded from July through December 2022.

For more information about the U.S. Wireless Customer Care Study, visit

https://www.jdpower.com/business/tmt/us-wireless-customer-care-performance-study

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

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