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J.D. Power: Wireless Purchase Experience Improves In First Half

WESTLAKE VILLAGE, ILL. — Consumer satisfaction with their cellular purchase experience through carrier-direct channels rose among all four national contract carriers in the first half compared with the second half of 2012, a J.D. Power survey found.

AT&T’s customer satisfaction rose the most, putting the carrier in the top spot for the first time in the survey’s 10-year history.

The survey also found overall purchase-experience improvement among non-contract service providers compared with the second half of 2012, with Boost Mobile remaining in the top.

Among the four national contract carriers, AT&T rose from the No. 3 spot in the second half of 2012 to first place with a score of 798 out of 1,000. AT&T knocked out Sprint for first place, with Sprint falling to third place with a score of 793 points compared with a previous 778.

Verizon Wireless stayed in second place with 795 points compared with a previous 764. And T-Mobile remained in last place with 784 points vs. a previous 753.

Overall customer satisfaction with a purchase from one of the four carriers rose to 795 points from a previous 764.

Among the seven non-contract carriers in the survey, MetroPCS remained in second place. TracFone rocketed to third place from fifth, Virgin Mobile fell to fourth place from third, Cricket rose to fifth place from sixth, Straight Talk fell to sixth place from fourth, and Net 10 remained in last place.

Overall satisfaction with purchasing from non-contract providers rose to 789 points from 755 points.