AT&T ranks highest in customer satisfaction for carriers, T-Mobile most improved

February 10, 2014
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How satisfied are you with your mobile service provider? If you’re an AT&T customer, the numbers show you’re pretty happy, at least more than the competition. T-Mobile made huge improvements in customer relations, while Verizon kept on their path of excellence. Sprint customers, unfortunately, remain dissatisfied.


In a new J.D. Power survey, AT&T ranked highest in customer satisfaction. The study was pretty straightforward, too: it asked customers how happy they were wight he level of customer service they received. that metric usually ties into call center support, and the study made some interesting points regarding phone support and satisfaction.

According to the survey, the longer a call lasts, the more customers are dissatisfied. As many as 30% of customers who have a call to the service desk last longer than 15 minutes are willing to switch carriers. The concept being the longer the call, the less likely it is that a solution is found — thus creating unhappy customers.

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Though AT&T remains on top, Verizon is a close second. T-Mobile leapfrogged Sprint into the third place spot, which says quite a bit for their recent ‘Uncarrier’ approach. It’s also interesting that T-Mobile CEO John Legere, who likes to tell us all how dissatisfied AT&T customers are, fronts a company that ranks a distant third in regard to customer satisfaction.

With regard to prepaid carriers — that is, those who don’t offer subsidy of any kind — T-Mobile owned MetroPCS ranked first in customer satisfaction. With the survey, T-Mobile has their customer satisfaction on the right path; the most improved carrier, and the highest ranking prepaid to boot. Though not winning the race, they’ve made important strides.


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  • Suuuurrrrrre

    Who filled-out these surveys? AT&T employees?

    • phor11

      I wouldn’t really trust JDPower to rank anything these days.
      They rated the 2010 Buick Lucerne above both the Nissan Maxima and Toyota Avalon in DEPENDABILITY. I mean come on…

  • faster340

    that’s why consumers guide has ranked them bottom of the list 5 years in a row? jd power is full of shit. at&t bought that review from them.

  • Tony Sepulveda

    Hey guys, I’m actually a manager at an AT&T corporate store. If your not completely satisfied with your experience please call me at 7046609397. I would be happy to help you. Ask for Tony.

    • Grammar Granny

      *You’re

  • ARacoon

    Ha ha ha ha ha! Boy this is a really funny article. AT&T ranked #1?
    I used to have AT&T, but they kept adding extra cost services to my account without my approval.
    One of the times I called to complain the customer service agent laughed at me and hung up.
    I called back, got a different agent, and immediately canceled my service.
    AT&T will never get another penny from me.

  • LoveACbutYouGuysNeedAnEditor

    were wight he level of customer service they received. that = were with the level of customer service they received. That