Published on 7/28/2022
What’s the News? Today, J.D. Power released its 2022 U.S. Wireless Customer Care Performance Study – Volume 2. With 824 points, Cricket Wireless ranked highest for customer service in the MVNO segment, outscoring our nearest competitor by 5 points. This marks our second Customer Care win this year and ninth J.D. Power Award*.
At Cricket, we’re focused on inspiring smiles one meaningful connection at a time through exceptional service at every customer touchpoint. In fact, over the last couple of years, we’ve taken several steps to enhance the level of service we’re giving to our customers.
Unique Approach to Customer Service. Cricket’s care team takes a collaborative approach to ensure customers receive excellent service.
First and foremost, we listened to what our customers tell us. Through customer surveys, we learned what we were doing right and, more importantly, what we could do better. We’ve made it easier for customers to connect faster, whether they reach out to us via phone, the website, the myCricket app or our enhanced chat capabilities.
We’re also exploring new technologies like artificial intelligence (AI) technology that give us new, flexible support options for our customers.
What are leaders saying? “Delivering smarter value and an exceptional experience to our customers is at the heart of everything we do at Cricket,” said Kristi Turner, Vice President of Channel Operations, Cricket Wireless and AT&T PREPAID. “Winning the J.D. Power Award for Customer Care is a big accomplishment for our team because it shows how we are dedicated to giving customers a wireless experience that puts them first and makes their lives easier. And, in true Cricket fashion, we’re working and winning as one.”
More about the study: The J.D. Power 2022 U.S. Wireless Customer Care Study—Volume 2 is based on responses from 3,604 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 6 factors: store service; phone service; website service; app service; social media service; and text service.
The study was fielded from January through June 2022. For J.D. Power 2022 award information, visit jdpower.com/awards.
*2018 & 2019 Non-Contract Purchase Experience (V2), 2019 Non-Contract Full-Service Customer Care (V1 & V2), 2020 Non-Contract Full-Service Purchase Experience (V1 & V2), 2022 MVNO Purchase Experience (V1), 2022 MVNO Customer Care (V1 & V2)
ABOUT CRICKET WIRELESS
Cricket is focused on inspiring smiles, one meaningful connection at a time. We offer an easy and high-quality wireless experience on our reliable nationwide network. Our affordable, straightforward service plans include monthly taxes and don’t require an annual contract. Our customers also enjoy access to top-brand phones at affordable prices.
Visit cricketwireless.com to learn more or find a store near you. Stay up-to-date with the Cricket Newsroom, and connect with us on Facebook, Instagram, Twitter and YouTube. Smile. You’re on Cricket.
*Cricket is a subsidiary of AT&T Inc. © 2022 Cricket Wireless LLC. All rights reserved. Cricket and the Cricket logo are trademarks under license to Cricket Wireless LLC.
