Wireless Customers Have Highest Satisfaction with In-Store Care, J.D. Power Finds

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

Although heading into a wireless store is one of the less-traveled paths for wireless customer problem resolution, nothing matches the overall customer satisfaction and experience that in-store representatives can provide, according to the J.D. Power 2023 U.S. Wireless Customer Care Study^SM—Volume 2, released today.

“Face-to-face customer care brings a level of connection that other channels cannot bring,” said Ian Greenblatt, managing director of technology, media & telecom at J.D. Power. “Within other channels, customers may be dealing with a bot or an overseas call center. In a world where the use of applications is high, those chats and bots provide both speed and economy; the in-person service provides a more complete understanding of a customer’s needs and wants and, ultimately, higher satisfaction is achieved when resolving wireless issues.”

Study Rankings

T-Mobile ranks highest in the mobile network operators segment for a 12^th consecutive volume, with a score of 827.

Metro by T-Mobile ranks highest in the full-service mobile virtual network operators segment with a score of 840, followed by Spectrum Mobile (829) and Cricket (822).

Consumer Cellular ranks highest in the value mobile virtual network operators segment for a 15^th consecutive volume, with a score of 878. Mint Mobile (828) ranks second and Google Fi Wireless (815) ranks third.

To view the rank charts for each segment, please visit http://www.jdpower.com/pr-id/2023081.

The 2023 U.S. Wireless Customer Care Study—Volume 2 is based on responses from 16,163 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 3 factors: store service; phone service; and digital service. The studies were fielded from January through June 2023.

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

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.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

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