T-Mobile Is #1 in Customer Care Among Wireless Companies, According to J.D. Power





Are you looking for a new wireless company? According to J.D. Power, the #1 company for customer care in the United States is T-Mobile, among wireless companies.

The J.D. Power Customer Care Study looks at customer experiences across six service platforms: store, phone, website, app, social media, and text. According to this study T-Mobile took home a score of 829 points, 26 points higher than the segment average. Metro by T-Mobile scored 832 points, 10 points higher than the segment average for MVNOs. This is the 11th overall win for Metro by T-Mobile.

“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 11th 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).

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