Home - , , - MetroPCS Earns Highest Score in J.D. Power's U.S. Wireless Customer Care Study Once Again

MetroPCS Earns Highest Score in J.D. Power's U.S. Wireless Customer Care Study Once Again

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U.S.-based global marketing information services company, J.D. Power, recently unveiled the results of its study, Wireless Purchase Experience Satisfaction Study Volume 2 (2017). And just like the results of its study conducted early in the year, MetroPCS has earned the top spot for Non Contract: Full Price in Volume 2.

T-Mobile also previously earned the spot for Wireless Customer Care among full price postpaid carriers and continues to hold this title.

The results from Volume 2 come from 14,745 subscribers who made a call to their corresponding carrier's customer service department in the last three months. These respondents were then asked certain questions to determine their experience after making a call. Their experiences were further classified into categories: "phone customer service reps, online chat, in-store contact, social media post, email, automated telephone systems, website search, carrier app question post, user forum, carrier app search, video from carrier, and social media search."

The other winners revealed in the study were Consumer Cellular (Non Contract: Value) and AT&T (Full Service).

Overall, the study revealed these results:

Postpaid Full Service Carriers (on a 1,000-point scale):

  • T-Mobile (839/1,000)
  • AT&T (804/1,000)
  • Verizon (804/1,000)
  • Sprint (754/1,000)

Prepaid Full Service Providers (on a 1,000-point scale):

Value Prepaid Carriers (on a 1,000-point scale):



Source: J.D. Power

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22 comments:

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  1. I joined Boost because Metro, Metro has no courtesy, very disrespectful and charge unnecessary fees, Boost addresses issues, Metro disputes issues

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    1. What fees are you referencing. I have been with Metro for 9 months. Signed up at local dealer and got 4 free phones. No activation charges. Did a SIM swap to a different phone through the Metro app, no charges there. I pay my $100 bill that has zero added taxes or fees.....talked to them on the phone twice and they were overly nice(it was almost creepy...seriously, the one agent told me I should sing because of my beautiful voice).

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    2. MetroPCS probably has fees for those who are deadbeats who refuse to pay their bills and somehow expect the carrier to keep giving them service for free. I know irresponsible people love to complain about these fees, and call them unnecessary.

      Delete
  2. TracFone DOMINATES the top three for best value carriers. Woot! Woot!

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  3. Legere is at it again. :-)

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  4. Unfortunately, Boost only works in a small part of the country for a small number of Americans. Which makes its wonderful customer service and lack of unnecessary fees sort of an academic exercise.

    The bad Network actually ends of trampling all. Because the number one rule of customer service is to serve the customers. And the network that Boost is saddled with simply doesn't do this.

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    1. So I guess only covering 200 million Americans as boost does is a "small" number, You people are silly, Boost Covers almost all metropolitan areas with roaming for "free" when you leave the city, Try it you will see its far and away the best prepaid carrier now. Im in denver metro area using a galaxy s8 and getting 100 mb down with speedtest and get great coverage everywhere I go, And yes I have compared it to cricket which gets only 8 mb down and 4 mb up, And tmobile is not as fast for the most part

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    2. "So I guess only covering 200 million Americans as boost does is a "small" number"

      You said something entirely meaningless.Such numbers only have meanings for landlines.

      "Boost Covers almost all metropolitan areas with roaming for "free" when you leave the city"

      1) Metropolitan areas only represent a small part of where people use their phones.

      2) Boost roaming lacks a meaningful amount of data. In modern terms, it is like it has no roaming at all.

      "Try it you will see its far and away the best prepaid carrier now."

      I did try it, and got no coverage in most places, with islands of 3G here and there.

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  5. This means nothing. JD Power has been proven to be paid schills. I would never buy anything because of a JD Power "seal of approval". Same idiots that said Chrysler cars are the absolute best. Alot of people disagreed when their transmissions fell out on the highway. There is documented proof that Verizon and T-Mobile have thrown money at JD over the years. Root Metrics is also another joke and a Verizon cupcake-licker. You keep these studies, I want no part of this tomfoolery.

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    Replies
    1. Well articulated, my point exactly

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    2. So please inform us of the proper method to judge these carriers. I assume you must have a non-tomfoolery method that is superior?

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    3. You're right. Most of these so-called studies are invalid. Commercial companies buy their desired results from JD Power and Company, and the so-called data from the crowdsourced ones is supplied by fanboys.

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    4. "So please inform us of the proper method to judge these carriers. I assume you must have a non-tomfoolery method that is superior?"

      Random selection of data points. Then you'd get an accurate picture of what's going on. This is what valid statistical analysis does.

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    5. "Same idiots that said Chrysler cars are the absolute best. Alot of people disagreed when their transmissions fell out on the highway"

      If you buy a new Chrysler and drive off and you still have any doors still attached by the time you get to the end of the block, count yourself lucky.

      Delete
  6. Studies are suspect of you haven't witnessed their data collection methods firsthand.

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    Replies
    1. No, they merely have to have statistical validity and random selection (which rulesout the crowd sourced ones) and not rely on companies to bribe them for good results (which rules out JD Power)

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    2. There is no evidence Chrysler or any company bribed JDP to give them a good rating.
      There is no evidence that JDP customer samples are not random or statistically valid.

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    3. There is evidence that companies pay JDP for polls to make them look good: it's their business model, in fact.

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    4. JD Power funded the "Wireless Purchase Experience Satisfaction Study" on its own. T-Mobile did not pay them to do the study, to include T-Mobile in the study or to 'make them look good.' T-Mobile does not have to pay JD Power anything unless they want to use their winning results in T-Mobile advertising. This is the business model.
      Since any study winner would gladly pay to advertise the winning results, T-Mobile cannot buy good results.

      Delete
  7. Who exactly is JD Power and why should I care? I bet he or she is now rich and laughing loudly every day !

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    Replies
    1. Exactly, EEE. J D Power made its name taking pay from the worst car companies in North America so they could come out on lists looking like the best car companies in North America.

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  8. J D Power and Co? Think of Rotten Tomatoes. Now, think of Rotten Tomatoes where Michael Bay is paying Rotten Tomatoes generous permission fees to allow Bay to use Tomato scores in movie advertising. And wouldn't you know. Rotten Tomato scores for Bay movies that would be 30% are now suddenly all 100%...

    Pay for play.

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