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.
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."