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-Mobilehas 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?

About the author

Senior Managing Editor Kent German leads the CNET Reviews editors in San Francisco. A veteran of CNET since 2003, he still writes about the wireless industry and occasionally his passion for commercial aviation.

 

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