Verizon Wireless remains king of customer care, according to J.D. Power and Associates. It’s the fourth consecutive time Verizon has claimed top honors in the bi-annual wireless customer care full-service performance study. The 2013 volume 1 survey results are based on responses from 7,332 wireless subscribers from July through December 2012. Verizon scored 766 overall with a flawless 5/5 JD Power circle rating. At&T, ranked second, scored 759 with 3/5 power circle rating, which is considered average. As you can see in the chart below, Sprint and T-Mobile finished below the average threshold in the customer care index rankings.
According to J.D. Power, 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.” MetroPCS ranked best in customer care satisfaction among non-contract providers, which also includes the likes of Virgin Mobile, TracFone, Boost Mobile, Straight Talk, Cricket and Net10.