J.D. Power: T-Mobile Leading in Customer Service Satisfaction
TreoCentral pointed out that T-Mobile USA is the highest ranking major mobile carrier in terms of customer service satisfaction. According to their new 2004 Wireless Customer Care Performance Study, the carriers rank as follows:
- T- Mobile USA,
- Verizon Wireless,
- ALLTEL,
- Nextel,
- AT&T Wireless,
- Cingular, and
- Sprint PCS.
The ratings indicate that customer service at AT&T Wireless, Cingular, and Sprint PCS is below the industry average. It's a little hard to believe that Cingular rates below AT&T Wireless, given all of the problems that AT&T Wireless has had since the fourth quarter of 2003.
J.D. Power's own website displays the results a bit differently than their press release does. The companies are listed alphabetically, the results are given on a 5-point scale, and compared to 2003 customer service satisfaction. T-Mobile, ALLTEL, and Sprint PCS are the only carriers to maintain their ratings at the same levels for the last two years.
