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AT&T Topples Verizon in JD Power Rankings For First Time
by Karl Bode 06:04PM Thursday Aug 01 2013
So perhaps there really is something to AT&T's repeated insistence of late that they really are starting to suck less. AT&T recently nabbed plenty of kudos after several tests found the company currently has the fastest LTE network available (though that may shift as the network gains more users). Now AT&T has managed another interesting feat: they've toppled Verizon from their traditional perch atop the J.D. Power and Associates survey covering customer satisfaction with carrier support.

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According to the firm's latest Customer Care Full-Service Performance Study, AT&T for the first time topped all full service wireless carriers with their score of 795, followed closely by Verizon Wireless (790), Sprint (771) and T-Mobile (760).

AT&T hasn't fared quite as well on the J.D. Power network quality study, though this year's edition (usually unveiled in August) hasn't been released yet. AT&T also doesn't fare particularly well in the American Consumer Satisfaction Index, traditionally coming in last place.

Overall, J.D. Powers also found that customer satisfaction wireless carriers' customer care service has increased to its highest level since 2009, courtesy largely of improved online chat and support tools.

"The higher levels of satisfaction with online chat are partially due to the efficiency and immediacy of the experience, particularly with service issues or questions that are easier to resolve in this environment, such as billing or service/device questions pertaining to upgrades," said J.D. Power's Kirk Parsons.

"However, as carriers release new products and services to meet consumer demand, such automated systems as online chat must continue to evolve to address harder-to-answer questions related to technology support, as customers gain confidence in using alternative contact channels for convenience-related reasons."

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FFH
Premium
join:2002-03-03
Tavistock NJ
kudos:5

J D Power also released the prepaid customer sat info too

JD Power also put out some info on he prepaid market too. TracFone, the monster of prepaid sales doesn't rate very well with their customers.


Prepaid standings

--
"If you want to anger a conservative lie to him.
If you want to anger a liberal tell him the truth."

IllIlIlllIll
EliteData
Premium
join:2003-07-06
Hampton Bays, NY
kudos:7

so...

"AT&T recently nabbed plenty of kudos after several tests found the company currently has the fastest LTE network available"
With the expensive data overages, they're hoping you'll forget about that while you're busy mesmerizing yourself with the fast speeds.
--
Suffolk County NY Police Feed - »www.scpdny.com
PS3 Gaming Feed - »www.livestream.com/elitedata

skeechan
Ai Otsukaholic
Premium
join:2012-01-26
AA169|170
kudos:2

1 recommendation

Re: so...

It is fast so long as you can't use it.
--
Nocchi rules.

IllIlIlllIll
EliteData
Premium
join:2003-07-06
Hampton Bays, NY
kudos:7

1 recommendation

Re: so...

said by skeechan:

It is fast so long as you can't use it.

thats why its fast... no one is using it, everyone is afraid to use it for fear of gobbling up their data limit and incurring expensive overages.
--
Suffolk County NY Police Feed - »www.scpdny.com
PS3 Gaming Feed - »www.livestream.com/elitedata
tcope
Premium
join:2003-05-07
Sandy, UT
kudos:2

Scam

Does anyone really think JD Power result mean anything at all? It's all rigged. Companies buy the "results".

Ask the right "question" and you will ultimatly get the right "answer".

For this one ranking Power will release 20 more that the other companies can buy.

skeechan
Ai Otsukaholic
Premium
join:2012-01-26
AA169|170
kudos:2
Reviews:
·Clear Wireless
·Cox HSI
·Verizon FiOS

To broad of a brush

Service quality varies by market. AT&T certainly isn't the fastest in my area of SoCal. My Sprint service easily bests my AT&T service. Even my WiMax service is faster than AT&T here. AT&T's LTE isn't much faster than their 3G is. Customer service and billing accuracy is also no comparison. I never have billing errors with Sprint but did with AT&T. On no planet is AT&T better than VZW in this neck of the woods.

These national rankings are worthless for assessing local performance or customer satisfaction.
--
Nocchi rules.

ilikeme
I live in a van down by the river.
Premium
join:2002-08-27
Sugar Land, TX
kudos:1
Reviews:
·Vonage

Re: To broad of a brush

Around here it is the complete opposite. Sprint LTE and Wimax are horrid. Its slow and coverage in general sucks. AT&T works pretty much everywhere and the data speeds are great. We have never had any billing issues with At&t, but did when we tried Sprint. Verizon is also great, but has slightly weaker coverage than At&t. T-Mobile is between Verizon and Sprint.

alg
Passionately apathetic
Premium
join:2001-04-10
Houston, TX
kudos:3

Re: To broad of a brush

I'm also very pleased with AT&T in the Houston area and tend to get better service than my friends on Verizon.
--
This is the way the world ends
Not with a bang but a whimper.

Tsume
Premium
join:2004-02-23
Johnson City, TN

1 edit

b

replied to wrong topic, pls delete.
Merlin

join:2012-06-08
Dallas, TX

Shocking

Karl continues to write negative hit pieces against AT&T even when the rest of the media is starting to notice that the extensive network build out and focus on customer service is starting to pay dividends. I can't wait to see how he spins the reports later this month when the ACSI results are announced and show AT&T as greatly improved.

Even Verizon realizes that the tides have turned on speed, reliability and now you can throw customer service on the list.

IneedPizza

@bellsouth.net

Never had an issue

I've never had an issue with att's wireless service, from a coverage or customer service standpoint. I travel around the country quite a bit, and I've only ever lost service once or twice while I was driving through the mountains. I keep seeing people here scream how bad they suck, but I've never had seen it for myself.