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T-Mobile Tops, AT&T Bottom of Customer Service Study

T-Mobile treats its customers well. The U.S. mobile operator ranked No. 1 in wireless customer care performance in J.D. Power & Associates semiannual study.

This is the second consecutive time T-Mobile has ranked the highest in the companys study

J.D. Power examined how operators serve their customers in three areas: telephone calls with customer service representatives and/or automated-response systems; visits to wireless retail stores; and customer service on the Web.

The study found T-Mobile performed particularly well in serving customers who first dealt with an automated-response system and then spoke to a live customer service rep. Customers also were impressed with T-Mobiles online customer service.

While customers tend to be more satisfied when they can reach a service representative quickly, heavy reliance on live representatives is much more costly for wireless carriers,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates, in a statement.  If wireless carriers can drive improvements in satisfaction with non-human interaction channels, overall customer care performance scores will improve dramatically by making the process more intuitive and efficient, and likely so in a much more cost-effective manner.”

Bellevue, Wash.-based T-Mobile earned an overall score of 758.

Among the four largest mobile operators, AT&T ranked the lowest in overall customer care with a score of 729, just below Sprint Nextel (731). 

Verizon Wireless ranked No. 2 in customer satisfaction with an overall score of 743. 


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