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JD Power survey Shows AT&T is Top Dog



JD Power survey Shows AT&T
JD Power survey Shows AT&T

JD Power survey Shows AT&T

AT&T Customers Are The Most Satisfied


AT&T topped JD Power’s “2013 U.S. Wireless Customer Care Full-Service Performance” study, the results of which were revealed earlier this month. Today, the “2013 Wireless Purchase Experience” study results were revealed and AT&T also topped that list. This means that not only were AT&T cellular phone customers are the most satisfied with the customer service they receive, but they are also the most satisfied with their experience when they purchased their phones and plans.

This was the first time that AT&T came in first on either survey. JD Power’s purchase experience scale goes up to 1,000 points and AT&T scored a 798. Verizon came in second with a very close 794. Sprint came in at than even closer third with 793. T-Mobile ranked last yet again and with a significant 784.

“There is nothing more important to us than listening to our customers and continually improving their experience at every opportunity, and it’s a job that’s never done,” said Ralph de la Vega, president and CEO, AT&T Mobility. “AT&T has the nation’s fastest and most reliable 4G LTE network, an unmatched selection of devices, and a broad choice of service plans. Being highest in customer service is yet another reason for customers to choose AT&T.”

“We look at customer service not as a department but as a discipline that must be applied in every part of our business, by each employee, for every customer,” added de la Vega.

Overall, the studies have indicated that customer satisfaction with mobile phone companies is on the rise from the previous studies. In fact, overall satisfaction rose thirty-one points from the previous surveys from six months ago. There is also a very noticeable correlation between efficiency of the purchasing transaction and satisfaction with the purchase experience. Purchases made online are extremely satisfying to customers because of instant gratification. Carriers are also doing more to keep customers loyal.

“There’s a direct correlation between an efficient sales transaction process and improving satisfaction with the overall purchase experience,” said Kirk Parsons, senior director of the Telecom services division at J.D. Power. “The increased levels of satisfaction with website are partially due to the efficiency and immediacy of the experience driven by increasingly innovative online chat functions. Additionally, carriers have invested heavily in promoting and marketing the latest 4G devices to keep current customers loyal and encourage spending on more advanced services.”