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Verizon Wireless Shines, T-Mobile USA Bombs in Customer Care Study

Cricket and T-Mobile USA may have a long way to go if they want to be known for stellar customer service.

In a study by J.D. Power and Associates, among full-service carriers, T-Mobile USA ranked at the bottom in wireless customer care performance with a score of 722 out of 1,000. By contrast, Verizon Wireless ranked first with a score of 771. Verizon Wireless said it was the third time it ranked No. 1 in the national study.

The average score for the industry was 759. Sprint beat the industry average with a score of 764, while AT&T ranked below the average with a score of 756.

Among prepaid carriers, Cricket ranked at the bottom with a score of 633, according to a separate J.D. Power and Associates study. The leading score was 750, which Virgin Mobile earned. In this category of wireless providers, TracFone boasted the second-highest score (718).

The study measuring customer care at Verizon and similar carriers was based on responses from 7,428 wireless customers. The study tracking performance at the prepaid carriers reflected responses from 3,026 wireless customers. Both studies were based on the experiences of customers who contacted their carrier’s customer care department between January 2012 and June 2012.


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