T-Mobile topped the J.D. Power customer care study for the 14^th consecutive time, according to the research firm.

J.D. Power’s 2024 U.S. Wireless Customer Care Study – Volume 2 showed the carrier with 840 points (on a 1,000-point scale), a little over the average score of 826. The scores were based on responses regarding store service, phone service, and digital service from nearly 18,000 customers who contacted the carrier’s customer care department over a three-month period.

According to the study, overall satisfaction with wireless provider call centers rose 13 points from a year ago. The research firm attributed the increase to a combination of fewer transfers and less time taken to resolve problems and answer questions, as well as an increase in first contact resolution.

Also maintaining report dominance was Consumer Cellular, which led the value mobile virtual operators for the 17^th consecutive time, with a score of 877, ahead of Google Fi Wireless (865) and Mint Mobile (854).

Metro by T-Mobile took second place among full-service mobile virtual network operators with a score of 844, just behind Cricket (848) and ahead of Spectrum Mobile (836).

“Wireless providers are very dialed into the advantages of first contact problem resolution,” Carl Lepper, J.D. Power senior director of technology, media and telecom, said in a statement.

“They are supplying their customer service agents with improved call center systems, further assisting fast resolutions and increasing brand image, customer relations and customer experience. As half of wireless customers are using phone support, optimization of these systems not only brings an increase of satisfaction, but also a huge return on investment.”