Wireless customers gave AT&T high marks for its customer service, according to the latest J.D. Power study released Thursday. In the 2013 Wireless Customer Care Full-Service Study, Volume 2, AT&T outscored all other full-service wireless providers for the overall customer service experience measured across its retail stores, online, and call centers.
AT&T also showed significant improvements in every category of the study that polled more than 18,000 U.S. mainland wireless customers.
“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.”
AT&T scored highest in the retail category. AT&T also scored the highest in the industry for its online experience, which had the biggest improvement over the past six months.
“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.
Some of the customer service enhancements AT&T has made over the past year include: adding the ability for customers to schedule a retail store appointment online; improving “myAT&T” capabilities so customers can get 24/7 service online or from the carrier’s free mobile app; and completing faster retail checkouts on a tablet at our company-owned retail stores, among other initiatives.