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Which Carrier Had the Best
Customer Care in the
JD Power Wireless Survey?

The newest JD Power Wireless Survey was released to the public on February 8, 2006.

The purpose of the semi-annual survey was to determine which wireless service offers the best customer care for their users.

The study, which was begun in 2000, concentrates on three main ways customers contact their customer service representatives, including; contact by phone, walking in a retail store, emailing a representative.

Each contact method was then further defined to measure how long long a customer waited for help, and how efficiently the problem was resolved.

Results from the JD Power Wireless Survey:

For the third time in a row since the poll's conception, T-Mobile ranks highest of the five national wireless carriers when it comes to customer care issues.

Alltel and Verizon tied for second place. All three carrier's managed to rank well above the industries average, which had a score of 99.

Here's a tally of how each carrier scored, and their ranking in the poll:

Overall Customer Care Index Rankings:

Range: 0 (Worst) - 110 (Best)

  1. T-Mobile (108)

  2. ALLTEL (104)

  3. Verizon Wireless (104)

  4. Cingular (94)

  5. Sprint Nextel (94)

*Industry Average (99)

Survey Highlights:

Here are a few statistics taken from the wireless survey that may be of interest:

  • 52% of wireless users have contacted the customer service department for assistance within the past year, down 2% from 2005.

  • Among those who tried to contact their carriers, 71% did so by phone, while 25% of others walked in to their carrier's retail store. E-mail or Internet contacts accounted for only 4%.

  • The average time users were put on hold on calls to the customer service department is 3.57 minutes - an increase from 3.44 in 2005.

  • According to the survey, it now takes (on average) more than 9 minutes before speaking to a representative at a retail store.

  • About 42% of customers contact their carrier with a service inquiry that is billing related,
    • Half of these are due to incorrect charges on the carrier's part. An additional one-third of all customer care inquiries are call quality related.

The 2006 Wireless Customer Care Performance Study is based on the response of more than 11,490 wireless users. In order to qualify for the study, the respondents must have contacted their carrier's customer care within the past year.

The last time JD Power Wireless Survey was conducted on Customer Care issues was in 2004. The study is conducted on a semi-annual basis.

For more information about the JD Power Wireless Survey, please visit the JD Power and Associates web site.