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J.D. Power Releases Wireless Customer Care Performance Study

The latest wireless research from J.D. Powers was conducted from July 2013 to December 2013. The study is in two parts: 2014 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1 is based on responses from 7,195 full-service wireless customers. The 2014 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 1 is based on responses from 2,912 non-contract wireless customers. Both semiannual studies are based on the experiences of current customers who contacted their carrier’s customer care department within the past six months.

For further information on the study visit the J.D. Power website.

Rankings:

Overall Customer Satisfaction Index Scores J.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale) For Consumers

Full-Service

AT&T 793

5

Verizon Wireless 788

4

Full-Service Average 782

3

T-Mobile 778

3

Sprint Nextel 757

2

Non-Contract

MetroPCS 758

5

Virgin Mobile 751

5

Boost Mobile 742

4

Non-Contract Average 727

3

Cricket 718

3

TracFone 714

3

Straight Talk Wireless 685

2

Net10 669

2

Power Circle Ratings Legend 
5 – Among the best 
4 – Better than most 
3 – About average 
2 – The rest

Elizabeth Gooding

Elizabeth Gooding is the editor of the Insight Forums blog and president of Gooding Communications Group www.GoodComm.net

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