J.D. Power just released a study with two important findings: First, customers prefer connecting with their wireless carrier via social media. And second: T-Mobile and Metro PCS have the best overall customer satisfaction among carriers.
J.D. Power asked 15,668 wireless customers who had contacted their carrier either through phone online chat, social media or other means and found they prefer social media interaction over other means, particularly when the feedback they receive is personalized and from a real person. T-Mobile landed the best overall score, along with its pre-paid arm, Metro PCS.
“Personalized feedback, rapid-fire response time and interaction with live humans are some of the primary factors driving the highest levels of customer satisfaction with wireless carrier customer service and, increasingly, customers appear to be finding that formula through alternative channels such as social media,” Peter Cunningham, Technology, Media, and Telecommunications Practice Lead at J.D. Power said. “That doesn’t mean call centers and brick-and-mortar stores are no longer relevant; in fact, personalized assistance via phone, app and face-to-face are still critical to customer satisfaction.”
Here’s T-Mobile chief John Legere celebrating the rave reviews on Twitter.
FACT: @TMobile & @MetroPCS are customer-obsessed and we can prove it! We ranked the highest EVER in @JDPower‘s full-service provider study!! I am beyond amazed by our #MagentaHeroes! Thank you all for taking care of our amazing customers!! #AreYouWithUs https://t.co/FDVcZJb9vk
— John Legere (@JohnLegere) January 18, 2018
There’s no question why @TMobile received the highest rank EVER by @JDPower in Wireless Customer Care Performance. We love our customers and our magenta heroes are the absolute greatest! #Uncarrier pic.twitter.com/7lczoBqOV4
— John Legere (@JohnLegere) January 19, 2018
“Our incredible customer care teams at T-Mobile and MetroPCS just made history with their customer obsession, and because we’re the Un-carrier, we won’t stop at just being the best in wireless,” said John Legere, president and CEO of T-Mobile said in a statement. “We’re primed to go totally next level in 2018!”
According to J.D. Power, the intention of the study for to help carriers improve overall customer satisfaction. The real takeaway: if you really want to keep customers happy, hire more help on social media.