J.D. Power and Associates published its bi-annual report on wireless customer care performance this week, ranking the top 4 US carriers based on various stats related to customerservice.
As you can see in the chart below, AT&T came out on top, scoring a table-high 793. Verizon Wireless came in at a close second, and both T-Mobile and Sprint came in just below the field average.
Here’s an excerpt from J.D. Power’s press release:
“AT&T Ranks Highest in Wireless Customer Care Performance among Full-Service Carriers; MetroPCS Ranks Highest among Non-Contract Carriers. “It’s imperative that wireless service carriers improve their ability to resolve customer issues in one contact and reduce the number of service channels customers need to visit to address their problem,” said Kirk Parsons, senior director of telecommunications at J.D. Power. “Keeping the service call to five minutes or less may reduce overall call volume to the carrier, thereby improving customer satisfaction and loyalty.”
Verizon Wireless has finished firstseveral timesin the past, so you know it’s frustrating for them to lose to AT&T—the carrier that is also claiming to be the nation’s fastest and most reliable network.
But perhaps the more interesting story here is how much T-Mobile has improved in the last 6 months, passing up Sprint and inching closer to VZW. And of course CEO John Legere had to tweet about it:
It’s true,@JeffGelles! No hype here.@TMobileis the consumer-advocate. We actually listens to what people want!http://t.co/VJPeavpLCr
— John Legere (@JohnLegere)July 10, 2025
Proud of my teams!@TMobileis most improved and MetroPCS is top for customer care in the no-contract market!http://t.co/5Z0ndXPnOz
If I’m AT&T or Verizon, I’m starting to get a little nervous. Not only is T-Mobile theloudest carrierin the US right now, andtaking their customersleft it right, but it’s also making current users very happy.
