J.D. Power announced the winners of the Customer Care Non-Contract mobile phone category, and for the second time in a row Cricket Wireless won for Customer Care. We’ve come a long way since Cricket was a regional prepaid wireless provider and since AT&T’s acquisition and the launch of the new Cricket in 2014, they've been showing tremendous growth.
Here are some facts from AT&T’s Q2 earnings regarding Cricket Wireless and AT&T’s overall Prepaid Business run by President, John Dwyer.
-The AT&T Prepaid Portfolio (AT&T PREPAID and Cricket Wireless) currently serves more 16.5 million phone subscribers. - AT&T's Prepaid Portfolio has been the fastest-growing prepaid provider in 2017, 2018 and through the first quarter of 2019. - Cricket experienced its lowest quarterly churn ever. - This is the 18th quarter in a row the AT&T Prepaid Portfolio has reported positive net adds. Prepaid revenue growth was solid, up nearly 10%.
Atlanta-based Cricket Wireless earned this award by outscoring the non-contract full-service industry average by 14 points, according to the study.
"Winning the J.D. Power Award for Customer Care is a huge accomplishment for the Cricket team. It's direct feedback from our customers that shows what we are doing is working," said John Dwyer, President of the AT&T Prepaid Portfolio (which includes Cricket Wireless). "Providing customers with an experience that leaves them smiling drives everything we do at Cricket. Our employees work to solve customer issues quickly while being friendly and respectful. It's a simple formula - we work tirelessly to maintain this responsive and effective environment every day."
Dwyer added, "It's not a coincidence that Cricket won this award and also drove AT&T's Prepaid Portfolio to be the fastest-growing prepaid provider in 2017, 2018 and the first quarter of 2019. Great experiences lead to customer loyalty and growth."
The 2019 U.S. Wireless Customer Care Non-Contract Full-Service Performance Study – Volume 2 is based on responses from 1891 customers who contacted their carrier's customer care department within the past three months. The studies evaluate customer care experiences across 12 different customer care channels: phone customer service reps, in-store contact, online chat, email, social media post, carrier app question post, automated telephone systems, website search, social media search, user forum, video from carrier, and carrier app search.
The studies were fielded from January through June 2019.