Notably, satisfaction with wireless carriers' customer care service has increased to its highest level since 2009, as the online channel, especially the chat function, has increased in both frequency of use and performance, according to J.D. Power.
Overall satisfaction among full-service customers reached 786 (on a 1,000-point scale). This is a 31-point increase from just 6 months ago and is now the highest level of satisfaction reached since the study moved to the 1,000-point scale in 2009. The same pattern holds true among non-contract customers, for whom overall satisfaction is at an all-time high since 2012 (732), with an increase of 34 points from 6 months ago.
For the very first time, AT&T has surpassed Verizon in customer satisfaction, scoring 795 compared to Verizon's 790.
For the first-time, AT&T ranks highest in wireless customer care satisfaction among full-service carriers, with an overall score of 795. AT&T performs particularly well in the walk-in and online contact channels and ranks above the full-service average in four of the five service channels.
For the second consecutive reporting period, MetroPCS ranks highest in overall wireless customer care satisfaction among non-contract carriers, with an overall score of 770. MetroPCS performs above the non-contract average in the telephone and online channels.
The study full-service study is based on responses from 7,373 customers. The non-contract study was based on responses from 3,235 customers.
Take a look at the charts below for more details...