T-Mobile overtakes Sprint in customer satisfaction

2013 was a great year for T-Mobile. Its Uncarrier party shook the wireless industry, and it soon became one of the most talked about companies. It gained more customers than any carrier and its CEO is hot property, with publications everywhere trying to get an interview with the unconventional figure that is John Legere. It also kicked off its LTE network and is in the process of expanding it to reach more people. 

AT&T was the top ranked full service wireless carrier, according to J.D. Power’s latest survey. MetroPCS was the top-ranked carrier for customer service among wireless providers concentrated on the no-contract market. The biggest customer satisfaction improvement, however, went to T-Mobile. The biggest takeaway from the J.D. Power study, conducted from July to December 2013 is that there are more customer service calls and the problems are becoming more complicated. Seventeen percent of full-service wireless customers said their customer service issues were resolved in less than five minutes. Twenty percent said problems were resolved in 25 minutes.