Verizon Again Tops Customer Care Ratings, T-Mobile Drops To Fourth Spot

By Alexandra Burlacu email: a.burlacu@mobilenapps.com | Feb 09, 2013 09:40 AM EST

Share This Story

  • Print
  • Email

Verizon has once again ranked No. 1 for customer care and service, topping JD Power and Associates' rating for the fourth year in a row.

As mobile phones have become more than ubiquitous, quality service and customer care are essential for customer satisfaction, but Verizon seems to be on top of things. Consumer survey firm JD Power and Associates put Verizon in first place based on ample amounts of surveys and feedback, taking into account all online, telephone, and in-person customers.

Follow us

In other words, JD Power and Associates considers feedback from a variety of customers and information obtained through surveys to determine its results. Based on both methods, each carrier gets a score, with 1000 being the maximum. Verizon topped the rating with a score of 766, closely followed by AT&T with 759.

"For the fourth consecutive reporting period, Verizon Wireless ranks highest in wireless customer care satisfaction among full-service carriers, with an overall score of 766. Verizon Wireless performs particularly well in telephone contacts that originate in the automatic response system (ARS) channel and are then transferred to a live customer service representative (CSR), and in telephone calls made directly to a CSR," noted the press release.

Verizon got a Power Circle Rating of 5, while AT&T received 3. Sprint grabbed the third spot with a score of 745 and a Power Circle Rating of 3, while T-Mobile dropped to the fourth place. With a relatively large drop, T-Mobile scored only 715, and got a Power Circle Rating of 2. All of these ratings fall under JD Power and Associates' full service list, which also includes a non-contract section for prepaid carriers.

In the non-contract section, MetroPCS topped JD Power's ratings with a score of 733 and a Power Rating of 5. Virgin Mobile came in next, scoring 729 with a Power Circle Rating of 5. Popular prepaid carrier Tracfone took the third spot with a score of 700/ 3, followed by Boost Mobile and Straight Talk in the fourth and fifth places, respectively. Cricket ranked at the near bottom of the list, scoring 671/ 2, followed by Net10, which scored 633 with a Power Circle Rating of 2.

JD Power and Associates' study examines how the major carriers handled customers in the past year, offering services or solving problems through three main channels: retail, telephone, and online. The firm surveyed 7,332 customers for the early 2013 edition.

Verizon took the lead back in 2010 when it first topped JD Power's customer satisfaction rating and has not stepped down since. When it comes to T-Mobile, however, it remains uncertain what caused the company to fall so far behind in customer satisfaction, especially since it led the pack for years before being dethroned by Verizon.

Get the Most Popular Mobile&Apps Stories in a Weekly Newsletter

Verizon, T-Mobile

Join Our Conversation

Smartphones
HTC Desire EYE HTC Desire 820, Desire EYE now available unlocked, SIM-free in the U.S.
Sprint Nexus 6 now $50 cheaper outright, on-contract, or with Easy Pay
T-Mobile 32GB Nexus 9 LTE ‘coming soon,’ listed on carrier’s Underground website
Google’s Android One gets the boot from top retailers in India
Tablet / Laptop / PC
Dell Venue 7 and Venue 8 Dell unveils Venue 7 and Venue 8 Android 4.3 Jelly Bean tablets
Retina iPad Mini facing delays, may not launch until early next year
Refurbished 128GB iPad with Retina Display now available on the Apple Online Store
Samsung Galaxy Note 10.1 – 2014 Edition: Pricing and availability now official
Gadgets
Amazon Logo Amazon reportedly to launch ‘Firetube’ set-top box before 2013 holidays
Samsung Galaxy Note 3 and Galaxy Gear India launch: Pricing and availability
Samsung Galaxy Gear Android smartwatch now up for pre-order in Canada
Samsung Galaxy Gear 2 reportedly in the works already, may debut at CES or MWC 2014
OS / Software
HTC Logo HTC reportedly considering Android/Windows Phone dual-booting smartphone as Microsoft pushes for deeper Windows mobile integration
iOS 7 Chrome Incognito mode leaks private searches due to bug
Sprint HTC One Android 4.3 Jelly Bean already rolling out, AT&T, T-Mobile & Verizon to follow
Microsoft Windows 8.1 now available for pre-order
Internet / Social Media
Google Downtime Google blacks out for two minutes, causes 40 percent drop in world’s Internet traffic
Xbox Music web player is live and ready for Xbox Music Pass subscribers
Facebook Android app collected phone numbers even if users never logged in
Firefox 22 brings support for web video calls, 3D gaming, and Unreal Engine 3
What's App
Flipboard for Windows Phone Flipboard for Windows Phone finally available, but requires 1GB of RAM (VIDEO)
Vine gets major update, lets you upload previously-shot videos & more (VIDEO)
BlackBerry Messenger (BBM) finally hits Windows Phone – Available as a free download now
Instagram releases Bolt ephemeral messaging app in select markets to challenge Snapchat
Copyright © 2014 Mobile & Apps All rights reserved. mobilenapps
Real Time Analytics