T-Mobile returns to top for customer care

CNET.com reports that the mobile phone provider, T-Mobile had taken the top customer care spot for J.D. Power & Associates among the US mobile carriers. According to the report, T-Mobile garnered a score of 777 points out of a possible 1,000. AT&T came in second place with 757 points, Verizon Wireless was third with 749 points, and Sprint Nextel brought up the rear with 734 pints. J.D Power did not survey U.S. Cellular or any of the regional carriers. Released twice a year, the wireless customer care study is based on feedback from subscribers who have contacted their carriers during the last six months. For the latest results, J.D. Power surveyed 9,690 customers.

What has attributed to T-Mobile's success at the top for customer satisfaction? As customer service professionals know, it goes beyond just a friendly voice at the other end of the call. So what's T-Mobile's secret? We'd like to hear your thoughts.

Verizon and T-Mobile Stay Ahead in Wireless Customer Service

This post on ZDNet shares that according to JD Power and Associates wireless customer service has improved overall since 6 months ago. The wireless companies that led the rankings in customer service were Verizon, T-Mobile, and Alltel.

Some significant number changes include average wait times changing from 6.58 minutes to 5.5 minutes and the percent of calls that were resolved on first contact changing from 66% to 76%. Here are other trends identified by JD Power on the ZDNet post:

• A third of contacts are about the cost of service.
• Among customers that contact their carrier two to three times to fix an issue, 17 percent are likely to switch carriers. If a problem is solved in one contact, 10 percent are likely to switch.
• Fifteen percent of contacts are due to calls or text messages from carriers.