Cricket Takes the Top Spot with the Highest Score in the MVNO segment

What’s the News? J.D. Power released its J.D. Power 2022 U.S. Wireless Customer Care Study – Volume 1, and Cricket Wireless, with 824 points, earned the top spot for customer service in its MVNO segment.  Cricket earned this award by outscoring its nearest competitor by 12 points, according to the study.

Our Focus on Customer Service. So, what are some of the things we've done to enhance the level of service we're able to deliver to our customers?
  • First and foremost, we listened. Through customer surveys, we learned what we were doing right and, more importantly, what we could do better. Based on this feedback, we took several steps to improve the customer experience with a focus on our 3-2-1 initiative.
    • 3 - we make sure to know their name, they know our name and that we appreciate their business
    • 2 - we are respectful of their time and recap the two most important things from our conversation with them
    • 1 – we strive to solve all of their needs on ONE contact.
  • We streamlined our systems with a new customer service platform that allows our care team to find customer information faster with complete accuracy. And added a new natural voice Interactive Voice Response (IVR) system with enhanced personalization to recognize the customer, which helps the customer move faster to get the answers they need.
  • We introduced call back functionality to give customers added flexibility during periods of high call volume. 
  • COVID brought new quarantine requirements that changed customer call needs so we adjusted our staffing levels to ensure we provided the support they needed.
  • Continue to explore new technologies that make us more efficient and flexible in the ways we can help customers including tools like Artificial Intelligence automation.
What are leaders saying? “It’s gratifying to see our team’s daily commitment to our customers is paying off,” said John Dwyer, president of the AT&T Prepaid Portfolio, which includes Cricket Wireless. “As we’ve grown our Cricket customer base to more than 12 million subscribers as of 4Q21, we’ve continued to make the customer experience our top priority. Taking back the top spot in this category is a testament to the friendly service and easy solutions our employees provide for customers so they can stay connected.” 

More about the study: The J.D. Power 2022 U.S. Wireless Customer Care Study—Volume 1 is based on responses from 11,429 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 July through December 2021. 
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 basic to top-brand phones at affordable prices.  The AT&T Prepaid Portfolio, which includes Cricket Wireless, is the fastest growing prepaid carrier in the United States and has been for the past four years.

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*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.