Phone complaints? Online chat, rather than phoning, works better to resolve problems, J.D. Power survey finds

Customers who “chat” online with their wireless company about service issues are happier with their resolution than people who phone in or email, according to the latest J.D. Power wireless satisfaction survey. Such online chatting gives people real-time interaction with a customer service representative and does better in resolving complaints without a second interaction, the survey found.

Overall satisfaction with wireless customer service, however, is about the same as it was six months ago when the previous survey was taken. In the latest survey of full-service wireless customers, taken in the second half of 2014, the wireless companies averaged a 773 score, on a 1,000-point scale, down from 776 in the first half of 2014. AT&T topped the survey, at 786, followed by T-Mobile at 777, Verizon at 771, and Sprint at 746.

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This story was originally published February 5, 2015 at 3:25 PM with the headline "Phone complaints? Online chat, rather than phoning, works better to resolve problems, J.D. Power survey finds."