What struck us most about this year’s testing was how kind and patient most of the carriers’ associates were. It seems that all the service providers are keenly aware that these experiences can make the difference between a subscriber sticking around and jumping ship. With a few exceptions, most carrier reps provided correct answers for our tethering and Facebook questions. Unsurprisingly, our battery question elicited the widest variety of responses, with tips ranging from practical to just plain wrong.
In the end, AT&T came out on top. From the helpful hands-on approach taken by in-store associates to prompt online support, the carrier gets customer service right. The runner-up was T-Mobile, which offered even better in-store help but somewhat lackluster phone-based support. Verizon Wireless came in third because of its weak online support, and Sprint brought up the rear. Its associates just weren’t as knowledgeable as they should be.