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Cricket Wireless Tops Wireless Customer Care Performance in Latest J.D. Power Study

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Cricket Wireless has topped J.D. Power's Wireless Customer Care Non-Contract Full-Service Performance Study this year. The AT&T prepaid brand scored 829 points, landing the top spot among the non-contract full-service carriers of the study.

With the results of the Volume 2 study, Cricket has earned its third J.D. Power award and continues its reign at the #1 ranking of the Volume 1 study released earlier in the year.

AT&T Prepaid Portfolio President, John Dwyer, shares that "Winning the J.D. Power Award for Customer Care is a huge accomplishment for the Cricket team. It's direct feedback from our customers that shows what we are doing is working."

The executive also shared: "Providing customers with an experience that leaves them smiling drives everything we do at Cricket. Our employees work to solve customer issues quickly while being friendly and respectful. It's a simple formula- we work tirelessly to maintain this responsive and effective environment every day."

|Cricket has also helped drive AT&T's Prepaid Portfolio to be the fastest-growing prepaid provider in 2017, 2018, and the first quarter of 2019."

The results of the volume 2 study comes from the responses of 1891 customers who contacted the customer care department of their carrier within the last three months. The study takes into consideration 12 factors that affect customer care experience. Among these include the following:

  • Phone customer service reps
  • In-store contact
  • Online chat
  • Email
  • Social media post
  • Carrier app question post
  • Automated telephone systems
  • Website search
  • Social media search
  • User forum
  • Video from carrier
  • Carrier app search

The results obtained covers data from January to June 2019. 

You can read the full report here.


Source: Cricket Wireless 

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