Wireless Customer Care Satisfaction Transitioning to Pre-Pandemic Levels, J.D. Power Finds

T-Mobile, Metro by T-Mobile and Consumer Cellular Rank Highest in Respective Segments

As the U.S. transitions to a pre-pandemic existence, wireless customers are also reverting to pre-pandemic expectations, according to the J.D. Power 2021 U.S. Wireless Customer Care Study^SM—Volume 2, released today.

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J.D. Power 2021 U.S. Wireless Customer Care StudySM—Volume 2 (Graphic: Business Wire)

“During the pandemic, people were more generous and patient with nearly everything as the way of life was drastically different,” said Ian Greenblatt, managing director at J.D. Power. “Now that things are getting back to normal, customer care that was considered exemplary during the pandemic now is seen as simply satisfactory. Wireless carriers need to continue to be agile and innovative to keep satisfaction high.”

Study Rankings

T-Mobile ranks highest in the mobile operators segment with a score of 819, followed by Verizon Wireless with 789.

Metro by T-Mobile ranks highest in the mobile virtual network operators segment with a score of 811. Cricket (804) ranks second, followed by Xfinity Mobile (798).

Consumer Cellular ranks highest in the value mobile virtual network operators segment with a score of 863.

The 2021 U.S. Wireless Customer Care Study—Volume 2 is based on responses from 13,599 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 6 factors: store service; phone service; website service; app service; social media service; and text service. The studies were fielded from January through June 2021.

For more information about the U.S. Wireless Customer Care Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-performance-study.

To view the online press release, please visit http://www.jdpower.com/pr-id/2021087.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

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