d*****0
发帖数: 68029 | 1 AT&T outscored rival carriers to earn a top grade for customer support for
the first time ever in a J.D. Power study.
Released Thursday, the study asked wireless users to rate their carriers for
customer care. AT&T took home a score of 795 out of 1,000, ranking well in
the area of both walk-in and online support. Verizon Wireless came in second
with a score of 790.
Among non-contract carriers, MetroPCS was ranked No. 1 with a score of 770,
followed by Cricket with 750.
Overall, the wireless industry is providing solid support in the eyes of
those polled by J.D. Power. Satisfaction with customer care from contract
carriers bounced to 786, a 31-point jump over last year and its highest
level since 2009. The Satisfaction level for non-contract carriers rose to
732, an increase of 34 points from just six months ago.
Online support, particularly the chat function, is proving more popular.
Among wireless subscribers who hopped online to solve their problem, 42
percent said they used their carrier's chat feature. Online satisfaction was
highest among those who used the chat feature as compared with other
avenues of support.
"The higher levels of satisfaction with online chat are partially due to the
efficiency and immediacy of the experience, particularly with service
issues or questions that are easier to resolve in this environment, such as
billing or service/device questions pertaining to upgrades," Kirk Parsons,
senior director of the telecom services practice at J.D. Power, said in a
statement.
J.D. Power's report measured customer care across different channels,
including online, walk-in, phone support with a tech rep, and automated
response systems. Conducted from January through June 2013, the survey
reached 7,373 contract customers and 3,235 non-contract customers. | l******u
发帖数: 2401 | 2 别家不知道，我一直觉得att的服务挺好的，没见过乱算帐，有几次不慎拨了国际长途
费用也给免了 | g******z
发帖数: 5809 | 3 att一直乱来，但是认错态度一直也还不错，有些钱和优惠给的还算慷慨
前一阵upgrade device和add a line也没有hard pull | g********s
发帖数: 6 | 4 在北美待了这么多年，和Verizon，Att以及其他不入流的运营商打了交道之后，综合考
虑信号强度，价格和客服质量，真心觉得中国移动远胜。
Verizon：信号好，价格高，客服等待时间中。
Att：信号差，价格高，客服等待时间超长 |
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