OUR CUSTOMER SERVICE EARNS 9TH STRAIGHT J.D. POWER AWARD

Consumer Cellular has been honored with our ninth consecutive award from J.D. Power for being “#1 in Customer Service among Non-Contract Value Wireless Providers.”

Across all channels in J.D. Power’s 2020 U.S. Wireless Customer Care Performance Study—Volume 2, Consumer Cellular earned a cumulative score of 871 out of a possible 1,000 points—the highest score of any carrier in any segment. Other carriers in the Non-Contract Value segment had an average score of 799.

The study ranks providers across 12 different customer care channels including over the phone; in-store contact; online chat; email; social media postings; automated telephone systems; website search; and others.

J.D. Power has been bestowing its nationally recognized awards for quality in multiple industries for more than 50 years. The data-driven insights its studies provide help drive continuous improvements in products and services for companies in technology, the automotive industry, insurance, healthcare, financial services and more.

Though we’ve been chosen number one by J.D. Power eight times previously, this award is especially important to us as it reflects on our performance during a time when both we, and our customers, were adapting to the challenges presented by the COVID-19 pandemic. At the same time that our team was rapidly adopting new procedures to remain safe, we still managed to keep serving our customers at the highest level at a time when you needed us most.

The recognition from J.D. Power is just the latest in a long line of accolades Consumer Cellular has received for our 100% U.S. based customer support. Last fall, we were named as having “America’s Best Customer Service” in the Mobile Carriers and Telecommunications category by Newsweek based on feedback from more than 20,000 customers nationwide.

To be recognized by our customers even once is a tremendous reward. But to be recognized nine times in a row truly puts us on cloud nine! Thank you—and rest assured we’ll be working extra hard to make sure we get trophy number ten.

13 Thoughts on "OUR CUSTOMER SERVICE EARNS 9TH STRAIGHT J.D. POWER AWARD"

  1. Nellie Curran says

    Until recently I have been very happy with the service in my area. Lately it has become very spotty and unreliable. I tried calling and after waiting 15 minutes when the agent came on line she couldn’t hear me and hung up. I had the sim card replaced a couple of weeks ago, but the service is still not what it used to be. What has changed?

    reply to Nellie

    • Hi Nellie, thanks for your post. Reviewing your account, I’m seeing that you were able to get through and get some assistance with the service on your phone and it looks to be cleared up. If you’re continuing to have trouble, give us a call at 800-686-4460 or you can also chat with one of our agents here.

      reply to Jacob

  2. Alan says

    I just switched from straight talk because they’re upgrading their system and could not use my current phone because it wasn’t compatible with their new update and I did not want to change phones s so I went to Consumer Cellular I’ve only had it a few days but it is working great it’s just as good if not better than straight talk I would highly recommend this service to anyone I’m very happy so far keep up the good work Consumer Cellular

    reply to Alan

  3. ADS says

    I just switched from straight talk because they’re upgrading their system and could not use my current phone because it wasn’t compatible with their new update and I did not want to change phones s so I went to Consumer Cellular I’ve only had it a few days but it is working great it’s just as good if not better than straight talk I would highly recommend this service to anyone I’m very happy so far keep up the good work Consumer Cellular

    reply to ADS

  4. Tom says

    I tried to steer a friend to Consumer Cellular and she declined because she couldn’t find any information about a hotspot. I scoured the CC website for hotspot and came up empty. I Googled “hotspot on Consumer Cellular” and the most recent hit was from an article in 2016. Why is it so difficult to find out about the features on Consumer Cellular, like hotspot, Visual Voicemail, WiFi Calling, etc.?
    Why does one have to call or chat with Consumer Cellular to enable these features? Isn’t your customer service busy enough with technical issues? Why aren’t these features, especially hotspot, enabled from the start? Why does the elderly couple on the login page have their wedding rings on their right hands? I like Consumer Cellular, but I wish it was easier to convince others to sign up.

    reply to Tom

  5. Vic Y says

    Just finished getting some problems solved by Seth on your Help Desk. I was really at my wit’s end and had your webpage – and T-Mobile’s – open, looking at their plans while waiting for help.
    The voicemail function wasn’t working on my new iPhone SE, and we had connectivity problems with both phones on vacation down in the SC beaches.
    Seth listened to my description of the problems and immediately started solving them one at a time.
    In short order, my voicemail was working like normal and I had instructions on what to do for connection problems next time.
    He was a real life saver (and a customer saver) and deserves recognition.
    Thank you Seth!

    reply to Vic

  6. Gladys McGownd says

    I need an address to mail my payment into.

    reply to Gladys

  7. SANDY MAUTZ says

    WHY DID TPUHE PRICE GO UP??

    reply to SANDY

    • Nicole at Consumer Cellular says

      Hi Sandy, we haven’t had any changes to our plans recently. If you have a question about your billing, I recommend giving us a call at 888-345-5509 or chatting with us here.

      reply to Nicole

  8. Russell Lawrence Wells says

    Been a customer for several years. Your Customer service usually is good. Today 9/28/2020 @8:30AM waited 30 min. Ahh Coved 19 is no longer an excuse for lack of support. Come on, step up and show why you earn all the awards. My time is just as valuable as yours.

    reply to Russell

    • Nicole at Consumer Cellular says

      Thank you for taking the time to post, Russell. We understand that the wait times are frustrating for our customers, and we are diligently hiring and training new agents to get this resolved for our customers, while ensuring the health and safety of our employees. This process can take time because we want to make sure our agents are properly trained to provide the best customer service possible, and we appreciate your patience during this time.

      reply to Nicole

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