2 Comments

Summary:

AT&T is putting something in the coffee at its retail store and call centers. For the second time in two weeks, AT&T has run away with the top scores in a J.D. Power consumer poll.

Number 1 foam hands rankings
photo: Shutterstock / Kittisak

It looks like AT&T unseating Verizon in J.D. Power’s customer service rankings earlier this month wasn’t a mere fluke. On Thursday, J.D. Power announced AT&T has taken the top spot in its consumer purchase experience poll, replacing its long-time occupant Sprint.

That means, according to J.D. Power’s well-respected and often-cited study, AT&T is scoring highest among consumers in both the experience of buying a phone and mobile service and in customer service long after the initial sale. The study polled 8,693 U.S. mobile customers and tracks everything from online and in-store buying to plan and device pricing and the appeal of its promotional offers.

JD Power Purchase rankings 1H 2013

There were some mitigating factors in the first six months of the year – the period of J.D. Power’s study. Namely Sprint shut down its Nextel iDEN network, forcing millions of subscribers to sign up for new service and devices on its CDMA network or find another carrier. Sprint also took over U.S. Cellular’s territories in Chicago and St. Louis, which triggered another forced customer migration.

Those moves probably produced a lot of disgruntled customers, hurting Sprint in the ranking. The carrier dropped to number three just behind Verizon Wireless, while T-Mobile was at the bottom. Sprint’s no-contract brand Boost Mobile, however, maintained its No. 1 rank among prepaid operators.

JD Power prepaid purchase rankings 1H 2013

As competition for consumers’ attention heats up before the holidays, AT&T is sure to publicize these rankings to the hilt. Overall mobile subscriber growth in the U.S. has slowed to a near standstill, which means carriers are forced to grow by stealing customers from one another. These rankings could make quite the attractive lure.

  1. I used to think AT&T had great customer service, until now. Did a WARRANTY exchange on a phone and they are claiming I sent them a cracked phone. Sent it back to me and are now going to bill me $539.00!!! The phone was not cracked when I sent it in. Customer service did nothing to help me this time. Seems like the more a company grows, the more they forget their customers made them what they are. Claiming I am a fraudulent person. They are the ones committing fraud on me!!!!

    Share
  2. AT&T so paid JD power off. I work for AT&T and believe me, this simply is not possible.

    Share

Comments have been disabled for this post