DALLAS, Aug. 15, 2013 /PRNewswire/ -- Which wireless company do consumers say provides a great experience, service and value? It's AT&T*, according to the J.D. Power Wireless Purchase Satisfaction Study, Volume 2, released today. AT&T outscored all other full-service wireless providers for the overall purchase experience evaluating stores, online and by phone.
AT&T's latest performance comes just after it also ranked highest in the J.D. Power 2013 Wireless Customer Care Full-Service Study(SM), Volume 2. That study measures the overall customer service experience across retail stores, online, and call centers.
In today's study, AT&T earned "Highest Satisfaction with the Purchase Experience among Full Service Wireless Providers" and showed significant improvements in every category. AT&T scored highest in the industry for store sales representative and store facility satisfaction, and its largest improvements were in cost of service, offerings and promotions, and the online categories.
"The biggest compliment our customers can give is rating us highest for customer service and purchase experience. That shows we're providing them with an unmatched experience," said Ralph de la Vega, president and CEO, AT&T Mobility. "We have a leading device selection from every operating system and a wide choice of services, all backed by the nation's fastest and most reliable 4G LTE network. Customers have more reasons than ever to choose AT&T."
"Our secret sauce to providing an exceptional customer experience: our employees. We hire, train and coach our employees so they can help our customers with anything they need," added de la Vega.
Some of the new initiatives that have improved the purchase experience for customers over the past year include:
-- Introducing new products, including AT&T Mobile Share plans and AT&T Next, a new way to get a new device every year with no down payment, no upgrade fees, no activation fees and no financing fees. -- Integrating retail and online experiences to make shopping even more convenient. For example, customers can schedule a retail store appointment or check store inventory online. -- Launching a mobile att.com website so customers can shop from their mobile devices. -- Improving the technology tools available for customers and AT&T sales representatives. Examples include: -- A new mobile sales system for faster retail checkouts on a tablet. -- A tool that provides AT&T representatives with detailed network coverage information for the customer's specific location. -- Apps for retail employees that provide product, plan and offer information at one touch. -- Background systems that help retail employees make personalized recommendations on products and services, discounts, and upgrade eligibility. -- Providing more than 4 million hours of training for retail and customer service employees, companywide.
* AT&T products and services are provided or offered by subsidiaries and affiliates of AT&T Inc. under the AT&T brand and not by AT&T Inc.
Speed claim based on comparison of national carriers' average 4G LTE download speeds for Android(TM) and Windows smartphones and iPhone 5. Reliability claim compares data transfer completion rates on nationwide 4G LTE networks. Limited 4G LTE availability in select markets. LTE is a trademark of ETSI. 4G speeds not available everywhere.
AT&T received the highest numerical score among full service wireless providers in the proprietary J.D. Power 2013 Wireless Purchase Experience Full Service Study(SM) - Vol. 2. Study based on responses from 8,693 consumers measuring 4 full service wireless providers and measures opinions of consumers who purchased a wireless product or service within last 6 months. Proprietary study results are based on experiences and perceptions of consumers surveyed January-June 2013. Your experiences may vary. Visit jdpower.com
AT&T Inc. (NYSE:T) is a premier communications holding company and one of the most honored companies in the world. Its subsidiaries and affiliates - AT&T operating companies - are the providers of AT&T services in the United States and internationally. With a powerful array of network resources, AT&T is a leading provider of wireless, Wi-Fi, high speed Internet, voice and cloud-based services. A leader in mobile Internet, AT&T also offers the best wireless coverage worldwide of any U.S. carrier, offering the most wireless phones that work in the most countries. It also offers advanced TV services under the AT&T U-verse(®) and AT&T ?DIRECTV brands. The company's suite of IP-based business communications services is one of the most advanced in the world.
Additional information about AT&T Inc. and the products and services provided by AT&T subsidiaries and affiliates is available at http://www.att.com. This AT&T news release and other announcements are available at http://www.att.com/newsroom and as part of an RSS feed at www.att.com/rss. Or follow our news on Twitter at @ATT.
© 2013 AT&T Intellectual Property. All rights reserved. 4G not available everywhere. AT&T, the AT&T logo and all other marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.
SOURCE AT&T Inc.