J.D. Power confuses again with another award
T-Mobile recaptures the top prize in J.D. Power's wireless customer care survey.
Every so often (we can't discern a regular pattern), J.D. Power and Associates hands out awards to wireless carriers. Though we don't doubt that J.D. Power's methodology is thorough and careful, we do have a hard time keeping track of them all. There are awards for customer care, call quality, retail sales satisfaction, and overall customer satisfaction. And within each award, there can be multiple categories and individual winners in each region of the country.
This time around, T-Mobile has taken the customer care prize with an index score of 755 points on a 1,000-point scale. Verizon Wireless trailed just behind with 749 points and Alltel, which is merging with Verizon, garnered 744 points. AT&T came in fourth place with poor Sprint Nextel bringing up the rear.
T-Mobile has had a good record in the customer care category with several wins over the past few years. Last August, Verizon Wireless edged out T-Mobile for the first time, which perhaps gave T-Mobile the motivation it needed to try just a little harder. In any case, its efforts paid off.
What do you think? Does T-Mobile deserve its award?
