Consumer Cellular Ranked Highest in J.D. Power Study

Here’s the kind of news I love to share: we were thrilled last week to find out that we’d been ranked as “Highest in Customer Service among Non-Contract Wireless Providers” by the renowned marketing research firm J.D. Power.

The award from J.D. Power is especially meaningful as it recognizes how we treat our valued customers. It’s based directly on input customers like you who shared the opinion that we’re doing things the right way.

J.D. Power first began handing out its awards nearly 50 years ago. They provide unbiased ratings, based on extensive consumer survey data, which determine the best of the best in multiple industries. It sets a lofty benchmark for quality, and consequently is among the most prestigious awards any company can receive.

Here’s their description of how we were recognized:

“Consumer Cellular received the highest numerical score among 8 non-contract wireless providers in the J.D. Power 2016 Wireless Customer Care Full Service Study – Vol. 2., based on 2,543 total responses, measuring the perceptions and experiences of current customers who contacted their carrier’s customer care department within the past three months, surveyed January-June 2016.”

Customer satisfaction was tabulated on a 1,000-point scale. Consumer Cellular earned a score of 878—which was 88 points ahead of the next highest competitor! Overall, we were more than 100 points above the average score for the non-contract wireless providers included in the survey.

The study measured how well each carrier provided service across four customer contact channels: over the phone (automated and live contact), retail (such as our Target or Sears partners) and online through our website. Consumer Cellular performed well above the average score in all four channels, scoring especially high in the automated and live telephone representative categories.

What these results tell us is that you truly appreciate the knowledgeable and friendly help you receive from our 100% U.S. based customer care team, and the convenience of our online options. They also present us with the challenge of maintaining those high standards, and finding ways to delight you even more.

It’s always humbling to get such positive feedback. The recognition from J.D. Power comes after previous surveys by Nielsen Mobile Insights, PC Magazine, Consumer Reports, and Market Force Marketing Surveys that put us at the top of their own consumer ratings of wireless providers. Nothing speaks louder than the voice of our customers, and we deeply appreciate you taking the time to share how happy you are with our service.

As always, we want to do whatever it takes to provide you with unmatched value. You already know about our low prices, flexible cellphone plans, and reliable nationwide networks. We’re deeply honored that you’ve allowed us to add our customer experience to the list of things that make Consumer Cellular your best choice for wireless service.

35 Thoughts on "Consumer Cellular Ranked Highest in J.D. Power Study"

  1. Dennis B. says

    I would like to know how much it would be for texting and upgrade to another phone

    reply to Dennis

    • Ashley at Consumer Cellular says

      I’m happy to help you with that, Dennis! Our Connect plans with text messaging are quite affordable. They start at just $2.50 per month, and you get 300 messages. You can view all of our Connect plans here. As for a new phone, we have options starting at just $30. Check out our full lineup here. If you like, we’re happy to talk with you about your needs and make a recommendation for you. Just give us a call at 888-345-5509, and we’ll work with you to find the perfect fit. Thank you for posting today, and we hope you have a wonderful day!

      reply to Ashley

      • Marc LeRoux says

        Ashly, I am jumping in here because we are stuck without working phones after purchasing them yesterday. My wife and I got two phones, we charged them and found that we couldn’t use them due to an Invalid SIM Card message. I sent a request for help yesterday and the reply says 5 days. Meanwhile, we have no phones at all. We did enter our previous phone numbers and I think I found that this requires up to two days to activate, but I need some assurance that this involves with SIM Card failure. Can you tell me anything? Thanx

        reply to Marc

        • Ashley at Consumer Cellular says

          We apologize for any frustration, Marc. When you transfer your phone number, it can take up to 48 hours for the process to be complete. That is likely why you saw the “invalid SIM” message. That can also happen if the card is not fully in place, so we recommend removing the back and ensuring that it is properly positioned. I took a look at your account, and I see that Janly was able to assist you via email, and help you resolve this problem. If we can answer any other questions or help you with anything else, please don’t hesitate to call us at 888-345-5509. Welcome to Consumer Cellular, and we look forward to serving you for years to come!

          reply to Ashley

  2. Robert Kamen says

    When I called Customer Service last night, all agents were busy. I was told wait times would be about five to ten minutes. Actual wait was more than 30 minutes. That’s not award winning service in my opinion.

    reply to Robert

    • Ashley at Consumer Cellular says

      We do apologize for the long wait you experienced, Robert. I was able to take a look at your account, and I’m so glad to see that we were able to assist you with setting up your voicemail. Thank you again for being so patient with us during that period of high call volume. If we can help you with anything else at this time, please don’t hesitate to give us a call or send us an email to [email protected]. Thank you sharing your experience here, and we hope you have a wonderful day!

      reply to Ashley

  3. Rick Z says

    Way to go Consumer Cellular!! I think you guys do great. I switched from AT&T several months ago, and I’ve been completely satisfied with the change-over, porting of numbers, customer service, and we have even upgraded our phones since then with the specials you guys were offering on the newer Apple phones. You all do an excellent job…keep it up! Now if I could just be old enough to join AARP to get a discount…haha. Actually, on a serious note, have you all ever considered doing a similar discount for those on Social Security Disability?

    reply to Rick

    • Ashley at Consumer Cellular says

      We really appreciate your kind words, Rick! At this time, we only have the AARP discount available, but I’ve made sure to pass your suggestion on to our management team. We’re always appreciative of your feedback! Thank you for taking the time to comment, and we look forward to serving you for years to come!

      reply to Ashley

  4. Sue March says

    I have been with Consumer Cellular for a few years and was ready to upgrade to a phone model you do not offer. Read instructions re. unlocked phone and purchased it elsewhere. Called you and I was immediately shipped the necessary sim card (FREE). Then called Consumer Cellular to activate and all went seamlessly! Thank you-very pleased with excellent service.

    reply to Sue

    • Ashley at Consumer Cellular says

      That’s wonderful, Sue! We’re so glad that our SIM card has been such a great fit. It’s a really good option for customers like yourself you want a specific phone, and also want our award-winning service. We appreciate you posting your experience here, and hope you have a great day!

      reply to Ashley

  5. bobbie j.waller says

    Love consumer cellular

    reply to bobbie

  6. Lorraine Lesko says

    Do you have Samsung Edge — or will you? I plan to upgrade soon.

    reply to Lorraine

    • Ashley at Consumer Cellular says

      Thank you for asking, Lorraine. At this time, we don’t have the Samsung Edge as part of our lineup. You could use an unlocked GSM version with our free SIM card. With our SIM card, you can have the phone you want while getting our great service at the same time. You can learn more about this option here on our site. Our SIM cards can be found at your local Target or Sears store or over the phone at 888-345-5509 as well. If you have any questions about our SIM card or our service, we are happy to answer them for you. We appreciate you taking the time to comment today!

      reply to Ashley

  7. L.V. says

    And it is me again about the problem with data and text tied up in a bundle. First of all I almost stop using data, not to be forced to increase the number of text to the insane number when i use only 0.01%.

    Secondly, I can’t check on the correct usage since the reports show data usage at 6 am, 12pm, 6pm and 12am. I easy can verify the minutes I use and number of texts, but how can I be sure that data usage is reflected right?

    I don’t have any other complains, on the contrary, I like the service, but it is very annoying to be checking the data usage all the time, or just for the sake of using it – to pay for thousands of texts I don’t need.

    And lastly: the number of minutes and texts were increased several times, which is great, but data stays minimal.
    Is it not time to do something about it?

    reply to L.V.

    • Ashley at Consumer Cellular says

      Thank you for posting again, L.V. We really do appreciate your feedback! I’ve passed your thoughts on to our plans team for review, and we’ll be happy to keep you updated here if any of our plans should change. Keep those ideas coming, and we hope you have a wonderful day!

      reply to Ashley

  8. Nancy Dooley says

    Right now I’m upset with my service. When we started with consumer cellular over four years ago or service out her was great. Anymore I’m lucky to get a half bar and have to step outside sometimes to get a text to go. I know I don’t have the most expensive phone available but it should be better service than Im getting for the one I have.

    reply to Nancy

    • Ashley at Consumer Cellular says

      Thank you for reaching out to us, Nancy. If you are experiencing a reduction in your service, please try turning your phone off, then back on again, preferably near a window or outdoors. This will allow your phone to reconnect to the nearest tower so that you’ll get the strongest signal. We may also be able to send some updates to your device that could help. At your convenience, please call us at 888-345-5509, and we will be happy to troubleshoot this with you. We appreciate you taking the time to post, and we look forward to speaking with you!

      reply to Ashley

  9. Diane Rizzo says

    i believe my 5s is stuck in the middle of voicemail setup…..the phone says “setting up voicemail” ,…then it won’t do anything….i don’t think it’s set up because i’m not getting texts.

    reply to Diane

    • Dominic at Consumer Cellular says

      Hi Diane. Sometimes the act of powering down your cellphone completely (you can do this by pressing and holding the power button down for several seconds), can reset your phone if you believe it’s ‘stuck’ in a certain state. If you’re still having trouble after you’ve tried this, please feel free to give us a ring at 888-345-5509 and we’ll be more than happy to assist you.

      reply to Dominic

  10. Mike Herrmann says

    Does the 4000 minutes per month include only outbound calls or do they count outbound and inbound minutes.

    reply to Mike

    • Dominic at Consumer Cellular says

      Thanks for the question, Mike! Both inbound and outbound calls count against the minutes available on your particular cellphone plan. If you need any additional information, please let us know. Thank you!

      reply to Dominic

  11. Cheryl Sutton says

    I just talked to “technical support” because the charger port on my Doro phone isn’t working. I purchased the phone 7/01/15 and the year warranty just expired. Although the representative didn’t use the term”disposable”, she did add that these phones aren’t made for heavy use. I don’t talk on my phone, I only text my daughter 3-4 times per day.I guess that’s heavy use. It’s obvious that no one in this world cares anymore and I don’t see that this company is any different. It’s a shame.

    reply to Cheryl

    • Dominic at Consumer Cellular says

      Hello Cheryl. Thank you for the comment! Please accept my apologies if you had an experience with one of our Customer Service Representatives that was less than desirable. I was able to locate your account and noticed that just yesterday one of our representatives emailed you to address this issue. Please feel free to reply back to us via that email so we can discuss the details of your account. Thank you.

      reply to Dominic

  12. Janet Burgess says

    OK usually take my time & mull it over when I’ve had a greatttttt! service. Old & stubborn to the core. Had a problem with getting on to my Consumer cell to check usage- needed new password etc- wonderful Wanda walked me right thru. A little twittle & twaddle & it’s all set to go! I’ll become a techie yet!!!!

    reply to Janet

    • Dominic at Consumer Cellular says

      Thanks for the note, Janet! And thanks for sharing your positive experience with us, too! If you need any additional assistance, please let us know.

      reply to Dominic

  13. persist says

    Hi. Any idea when the iPhone Consumer Cellular app will be updated? It stopped working 45 days ago. Thanks

    reply to persist

    • Ashley at Consumer Cellular says

      Thank you for asking, Chip! We recently updated our app, so we recommend checking in the iPhone App Store or the Google Play Store for the update. If we can answer any questions about our app, we’re always happy to help at 888-345-5509. We appreciate you taking the time to post!

      reply to Ashley

  14. richard bergman says

    I bought your new phone, can’t register on line. I have no phone do I go out and use a pay phone?

    reply to richard

    • Ashley at Consumer Cellular says

      We’re sorry to hear that, Richard. You could use a payphone or other phone to call us at 888-345-5509 to activate your phone. That would be the quickest option for activating your new phone. We can also assist you and answer questions via email at [email protected]. Thank you for reaching out to us, and we look forward to assisting you!

      reply to Ashley

  15. Sherman says

    Good evening I’m Sherman and I’m thinking of switching to your service. Couple of questions. Do you charge for ring time, and what is your coverage like should I leave the state or the country?

    reply to Sherman

    • Ashley at Consumer Cellular says

      We’re glad to hear you’re thinking about joining Consumer Cellular, Sherman! To answer your first question, your call begins once you dial the phone number and place the call, so minutes would be used while you hear the “ringing” prior to connecting. We offer nationwide coverage within the U.S. only, so you wouldn’t have service outside of the country. You can view our full coverage map here to review the coverage near you. If you have any other questions or if you would like to sign up, just give us a call at 888-345-5509 and we will be happy to assist you. Thank you for posting, and we hope you have a wonderful day!

      reply to Ashley

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