T-Mobile Ranked #1 In Customer Satisfaction By J.D. Power and Associates

yeah

Well, it looks like congrats are in order for the big Magenta.  For the second straight year, J.D.  Power and Associates has awarded  T-Mobile USA the highest ranking in wireless retail customer satisfaction among the major U.S. carriers.  T-Mobile edged out Verizon Wireless, Sprint, and AT&T in the study achieving an overall score of 723 compared to Verizon’s score of 722. The study evaluated overall retail sales performance, retailer’s facility, merchandise display, sales staff, and cost. The study did not analyze how satisfied people were with the quality of the wireless network or phone selection, just the overall retail experience.  If you want a look at the official press release, here it is.  Congratulations T-Mobile!

MobileBurn 

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  • Richard

    So let’s look at what these numbers really mean since they are ‘overall’ RETAIL experience.

    To be honest, one would think that T-Mobile would win this hands down each and every year. The simple fact is NOBODY likes spending the amount of money they do with Verizon but they do it because it’s a better network with better service.

    But consider the 2 key factors in this are sales staff (49%) and price and promotion (27%) as I said you’d really think that T-Mobile would have a HUGE leg up here since their prices typically are better overall (although not as drastically as they have been in the past).

    So, the simple fact – taking this from the opposite point of view – that Verizon is right on their tales shouldn’t make T-Mobile happy at all. Were I sitting in the executive offices this would concern me to no end… and I’d have to be asking that if my company offers superior pricing to Verizon… then why is Verizon coming up just 1 point behind us in this ranking.

    Nobody really cares about the stores themselves – they’re all typically the same so the only things that do matter is sales staff and price.

    If we win on price… we must be losing horribly in sales staff… that AND that the vast majority of Verizon customers while again not being ‘happy’ with paying what they do – don’t really complain about it because they realize it’s a better service and better network.

    That’s where T-Mobile fails. And until they learn those lessons they’ll never actually be competitive here in the states.

    I’d love to see the overall numbers just out of curiousity… and while it’s nice to sit and tout that you are #1… in the end it’s obviously Verizon that gets the most out of these numbers based on a close 2nd place.

    • john

      Yet again another “Not competetive because of network”. While I do admit that the network isn’t the largest, what difference would the coverage map make to anyone if they don’t travel to the area that there’s no coverage? The network was not a part of this either, it was about retail customer satisfaction.

  • gargoyle999

    Guess I’ll find out when I go buy my HD2 in a few weeks.

  • NCole

    Go Tmo Go!!!

  • http://cosmicbreeze.tumblr.com Dave

    YAY!! Yet, again.

  • Joe Pa

    yAY…crazy cat pics return!

  • alan

    congrats to tmo and for richards comment, damn it man just get whatever network works for you best. stop complaining and comparing network network network…. i gets sooooo old and redundant. obviously our customers stick with tmobile because it works where they need it most and satisfies their needs…. Everyone knows verizons network is much larger and chances are it has signal in more places than tmo, but obviously not everyone cares cuz they havent jumped ship and gone to verizon… stop trying to just find a reason to hate on tmo just cuz ur a vzn fanboy… Of course theres always room for improvement so next time well try to kick verizons ass by 10 points hows that? lol

  • Wilma Flintstone

    YaY Maggy!!! WooHOO!!! Now Maggy can be #1 in my house too once the HD2 hits. Just under 3 weeks to go. HD2 bringing down tha house!!! :D

  • h3n0g00d

    I only care about the phones. kthxbai

  • http://pernecky.blogspot.com Perno

    T-Mobile has pretty stores, congrats. Now how about a decent 3G speed here in Tampa, FL instead of this lame 400-500 kbps?

  • ItsMichaelNotMike

    Richard’s comments are spot on. What he is saying is that JD Powers rates an overall experience including factors not related to actual customers service.

    Personally, I have never liked JD Powers because of its business model. J.D. Power makes most of its money from from corporations that seek the Power’s data for internal use.

    Moreover, unlike Consumer Reports (where Verizon beat out T-Mo in customer satisfaction) corporation can purchase the right to trumpet an award.

    Yes, that means if T-Mo wants to broadcast winning a trophy, so to speak, it has to pay JD Power to do so.

    I assume you see the conflict there, “Pay me and I will give you an award.” That’s the same as getting a star on the Hollywood Walk of Fame. People pay about $30,000 to get one of those stars and the “award” is handled behind the scenes, with the promoters making sure they get their money before the star ceremony.

    In contrast, to maintain a neutral position and the integrity of its studies, Consumer Reports does NOT allow a company to advertise, for example, “Top Rated In Consumer Reports.” That’s why you see ads like “#1 in a leading consumer magazine.” Fact is, if you mention Consumer Reports in an ad Consumers Union will sue you.

    CU does this so that it never appears that a company is in cahoots with CU to get a high rating.

    The exact opposite is true of JD Powers. A company that does business with it, paying big dollars for JDP marketing data, for example, coincidentally gets an award. Anything look fishy there?

    I knew the gig was up with JD Power awards back when they were giving them to General Motors when GM at the same time was rated in Consumer Reports as making the worst cars. In other words, in Consumer Reports GM cars got “black circle” reliability ratings while in Newsweek, for example, there would be a GM ad trumpeting a misleading “bought and paid for” JD Power award for “most reliable” but no one would look at the fine print that said JD Power was basing the award on the first 90 days of car ownership. Huh? AFAIK any car is going to be reliable in the first 90 days. Contrast that with CU that issues reliability ratings based on years of ownership, not 90 days. When buying a car which data would you rely on?

    Just saying. Matter of fact, any company capable of paying JD Power knows how all this really works, you gotta pay to play.

    • J

      His comments were full of assumptions without any evidence to support them. Sure T-Mobile wins in price but its “price and promotion”. T-mobile does not even come close in promotion. Even the price is questionable because it is not just plan price but also device price. Verizon generally looks better when it comes to device pricing. Even if T-Mobile did win in price and promotion, I highly doubt it was a blowout.

      As far as JD Power awards, every one of these companies measures differently. Polling a different group of people will give you different results. Verizon has been winning JD Power awards for their network coverage. Is that only because they pay them?

      Tmobile has its wins and losses. You can try to spin it in another direction, but this was a win. There are plenty of things they have done wrong, but that doesn’t mean everything they are doing is wrong. Is it so hard to believe that customers have a better experience in a T-Mobile retail store than a Verizon retail store? Not really. If this was about network coverage, I would be calling BS. But a reward like this is well within T-Mobile’s ability to win.

  • Ricardo

    I’m a big T-Mobile fan. I’ve had them for years. But i don’t think you guys understand what Richard is getting at. T-mobile should not be winning a comparison that does not include an analysis of coverage BY 1 POINT. Verizon should be way behind. The Magenta prides itself on CS and price. They should be way ahead of Verizon in this comparison. BUT 1 POINT. If i was an exec as well, i’d be nervous. If Verizon is that close to beating us on another front, what is left for t-mobile to pride itself on? And yes i know we are all sick of hearing the whole Verizon coverage is better, but that doesn’t make the statement false. T-mobile is a NICHE company. They need to lock down their niche before any other thoughts. This comparison means they have not locked down their niche.

    • J

      Why should Verizon be way behind? They just cut their prices. Do you think their customers are going to say they are unhappy with Verizon’s pricing now? Keep in mind, they do not call a person and say “Who’s pricing do you like better?”. They talk to Verizon’s customers and ask if they are happy with their pricing. They call T-Mobile’s customers and ask the same thing. Customers factor in what they are getting for what they are paying. For someone who travels everywhere, they are probably as happy as can be with Verizon’s pricing. For someone who uses their phone sparingly, they probably won’t like Verizon’s pricing. For T-Mobile, it is probably the opposite.

      As far as being a niche company. Not really. Boost Mobile is a niche company. T-Mobile is a company trying to compete to become bigger. They just have more handicaps than Verizon (budget, customer base, spectrum, dark fiber, etc). T-Mobile isn’t trying to be the best customer service to be a niche company. They do it to keep customers from churning. T-Mobile is trying to grow by concentrating in metro areas. They are maximizing profit and trying to expand.

  • Jose

    wow good point ^^^!!! that really makes alot of sense. wonder what else we dnt no.

  • ItsMichaelNotMike

    If I was T-Mo the only department who would give a rat’s pitoot about this is the one that deals with store development, securing leases, color of the walls, etc.

    I’d be real concerned that even in this narrow category it was a tie between T-Mo and Verizon. (I assume no one would think they were the victor and the better company when winning by one point.)

    I’d would deem this overall as insignificant since this did not rate what was important, the service I provide, the product I sell. Matter of fact, if I was T-Mo I would not care if I was at the bottom of this list if I was at the top of the “#1 with handset and cell service.”

    I guess T-Mo can take this award and develop a new ad campaign in retort to the current Verizon / AT&T war over who has better coverage. The TV ad is coming into focus as I type:

    Scene: [Geek looking guy standing in front of one of the better looking T-Mo stores. He is holding a phone in one hand, JD Power award in the other.

    In the background is a guy who is the spitting image of the "can you hear me now guy. He is walking aimlessly about. He does not say anything, just walks.]

    Geek: You know you can’t help but notice all those ads about coverage from those other companies [rolls eyes while saying this.]

    [Throws phone over his shoulder to. Provide amplified sound of phone breaking into pieces on asphalt].

    Geek: Screw signals, coverage and handsets, what’s important is what’s behind me, a pleasant shopping experience.

    [A sharply dressed man with a name tag that says "Mr. Power" walks into the scene.]

    Power: That’s right Geek, our studies have shown that what really matters with a cell phone is not getting a signal, nope, it’s the feeling one gets when walking into a T-Mobile store. It’s like going to Disneyland in there.

    [Geek pops head into the shot] And don’t worry folks, there’s no long lines like at Disneyland, matter of fact there’s no wait at all.

    [Can you hear me now guy in the background now walks into the T-Mo store. Focus on the shot. A powerful statement, that he walks into T-Mo, to get a signal].

    Power: That’s right Geek, no waiting because there’s no customers, I mean …

    Director: Cut, cut, do it again people.

  • ricardo

    When I say niche, I don’t mean small. T-mobile does pride itself on cost. Every company has its main attraction. Verizon-coverage and soon customer service. At&t- iphone. Sprint-palm pre and cost. T-mobile- cost.( soon the hd2-hopefully). T-mobile is not growing big anytime soon unless they aquire another company. If they want to establish themselves in metro areas, they have to provide the customer with a main attraction. If verizon is that close to overtaking them in another category, more and more customers will bite a little extra on the monthly bill and join big red. I hope tmobile doesn,t let that happen.

  • http://TMONEWS.COM Uchenna

    Tmobile should be number one by far, i just wish we have better coverage and phones to compliment our customer service. We are still growing so who knows what tomorrow might bring?

  • BenWah

    I hope it is ok if I ask an off topic question.

    The only feature I care about is texting (and small size, and trimode).
    Should I get a gravity 2, or wait for gravity 3, or get something else?

    I want to stick with tmobile, I like the new “even more plus” no contract plan I have.

  • Kendrix_myrealname

    Rock on T-mo. Forever loyal customer forever.

  • Taj

    …and yet a company that is competing on price and CS is losing ground with profitable customers (last two quarters).

    New value proposition needed…innovation needed.

  • Richard

    Okay, since it’s obvious some of you don’t get it, let’s try again and make it simple. I never said it wasn’t a ‘win’ for T-Mobile… it obviously is although as was pointed out these numbers are a bit skewed based on the fact that it’s not really an ‘independent’ representation of the truth. However, let’s not hark on that… let’s just analyze what I meant.

    Let’s take company A and company B side-by-side in 2 categories… sales staff and price… and grade them 1-10 in each category.

    Let’s assume that in PRICE company A gets a 9 and company B gets a 6. In order for company B to end up only ONE point behind company A in overall grade it would mean that they’d have to have say a 8 in sales staff while company A would have to get a 6. Now… that’s a very simplistic way of looking at it and a generalization but it proves the point.

    The ‘problem’ or let’s say the ‘concern’ isn’t that we won… it’s that obviously Verizon customers don’t ‘hate’ them as much as one would hope based on pricing – which HAS to concern T-Mobile since that’s what they’ve prided themselves on… OR… T-Mobile failed miserably in sales staff whereas Verizon may have scored very well.

    This would be even a worse scenario for T-Mobile because it shows incompetence at the store level.

    Either way you look at it… as an Exec you look at a 1 point victory and you question WHY, when you feel you have overwhelmingly the best prices and you’d hope that Verizon customers are not happy with what they pay – because otherwise how do you ever tempt someone to leave them… and you have to deduce that you aren’t necessarily winning the price wars like you’d want… and obviously you must have severe problems at the store level (remember that 47% of this grade was based on sales staff… that’s a huge margin to be graded and something that T-Mo had to have failed on).

    Take it for what you want… that’s how a real business person views the numbers… and not just as a ‘fan’ of T-Mobile who will proclaim victory at every little detail while their company falters on many fronts.

  • CallawayBomber

    Ummmmm…..

    I’d like to report an outage here in TN….Can I take the J.D. Power survey right now???

  • TmoNY

    i would like to report an outage here in NY (Long Island area)…way to go tmobile!!

  • Bryce

    Okay, can we please stop it? I’m a magenta lover, but this award is CRAP. Yes, our costs our lower, but we’re not better in customer service. The JD Powers awards is not a true reflection of the facts.

    The Better Business Bureau ranks T-Mobile USA an F, while Sprint (C+), Verizon (A+), and AT&T (A) all receive better rankings. The rankings are based on actual customer complaints, which, when seeing the drastic difference between rankings, counts for a lot.

    • Richard

      JD Powers is very skewed but you’re wrong in one area.

      It has little to do with overall customer satisfaction but ONLY with IN STORE experience.

      Which is also why it’s an incredibly stupid ‘award’ anyway. It doesn’t really rate the companies (along with it not being independent anyway) but only the shopping experience in store.

      So it really has nothing to do with customer complaints to the BBB.

      It’s also why it’s a real big misreprentation when any cell company states that they are #1 in customer satisfaction per JD Powers. It’s only in one area where that applies but they ‘infer’ that it’s all about customer satisfaction… when it’s not.

      That’s not why it matters… it matters because it really is something that T-Mobile should BLOW away the competition based on price alone (well other than Sprint)… but obviously they are not, so obviously there is a problem IN STORE.

  • Ervin

    I am surprised they won again this year, I have been a T-Mobile customer for years. Over the last year they have been so substandard, poor phone selection (always the worse) and the long wait periods for customer service. ( 40 minutes on two phone calls this year).

    I want to switch but whenever I try they do have the best prices. I have traveled for years domestically and internationally whenever I have stepped off a plane I have always got a signal. My colleagues that have had the “others” did not in some cases.

    My biggest concern is how could T-Mobile let Verizon outdo them with the Droid and they introduced Android to us? And have yet to come up with a better Andorid phone yet, always behind.

  • housetek

    Hell yeah! my VOC score is 100% (voice of the customer)

    Really i feel that working for tmobile is such a fun experience and I truly do love my fellow Tmonews and Xda forum guys coming into the store and talking gadgets and phones with me.

    and i im always on the customers side and try to sort out any problems or issues, and i’ve worked at multiple stores and in each different store my co workers feel the same.

    sites like Tmonews and Xda really power Tmobiles rep and does drive a huge user base to the company.

    Even tho they dont want things leaked, the hype that it produces and the excitement of new phones really drives sales up. So grats to tmobile, and a personal thanks from me to the Tmonews community, xda and all the great customers.

  • http://www.oska1.com/ oska

    They need to take another poll..customers like me are not happy in regards to the HTC HD2

    Here it is another month and still can’t upgrade…
    wirefly was out of them now they have them and tmobile don’t.
    Thought the phone was exclusive to them. guess not…
    wirefly will let me upgrade through them but it costs $169.bucks
    But when tmobile gets the phone themselves it will cost $79.bucks to upgrade
    tmobile has become redonkulous
    If they don’t have it by the time my contrat is up in a couple of weeks
    I’m dropping them as a carrier and go Hero why should i stay if i cant get the phone i want thats their’s exclusive and its not available.

  • aria

    1)I used to rank t-Mobile service high….but No More. They are awful and if they are still the best, it’s the best of an awful group.

    Problems I’ve run into in last couple of mos: The speaker on my phone is inadequate so I use a corded ear piece. My earpiece broke on a recent trip but my Samsung t-Mobile phone has proprietary jacks and You Can’t Find These Earpieces in stores. Called t-Mobile, willing to sign a new contract to get a new phone…but, believe it or not, No one at t-Mobile could recommend a basic phone with 2.5 or 3.5 earpiece jacks. Went to Verizon store looking for an adapter. They require Samsung to sell phone with regular 2.5 or 3.5 earpiece plug ins.

    Why Doesn’t t-Mobile require the same to benefit customers?

    Seems like the staff used to be better. There’s No accountability and No One to complain to when people don’t know what they are talking about.

    2) Bought a t-Mobile prepaid phone and service for company from out of the country.
    Again, spent Hours on the phone getting the run around, Many different people saying different things and being transferred to wrong departments.
    Again, a lack of caring, accountability and ability to speak to someone high enough who could take action and correct the wrong information. I ENDED UP NOT FEELING THAT I COULD TRUST ANYTHING I WAS TOLD.

    3) Today, trying to add minutes to the prepaid phone, I once again ran into the Same Problem……I was on the phone for about 2 hrs. between the mechanical voice giving me options I didn’t want to speaking to at least 5 people who passed me from one department to another all deciding that I was speaking to the wrong person and then passing me on to the next wrong person.

    Finally, with what I thought was the best of the customer service people I spoke to, I paid for the minutes online which included a message that it could take up to 1 hr. to process but for faster processing, I could call a certain number. I was still on with a t-mobile customer service person so they just transferred me…..2 additional “wrong” department people I gave up.

    FINALLY I CALLED THE T-MOBILE NUMBER LISTED IN THE ONLINE MESSAGE AFTER AN HOUR TO MAKE SURE THE PROCESS HAD GONE THROUGH.

    INSTEAD! I WAS TOLD THAT MY CREDIT CARD HAD BEEN SELECTED FOR A SECURITY CK, WITH THE 3RD PARTY VESTA. THEY SAID THAT THOUGH T-MOBILE STATED PROCESSING WOULD BE COMPLETED IN 1 HR……HA HA….INSTEAD, IT WOULD HAPPEN WHEN THEY COULD GET TO IT, AND YES, THERE WAS NO NOTICE GIVEN ONLINE ABOUT THE CHANCE FOR A SECURITY CK WHICH THEY SAID HAPPENS 50% OF THE TIME, AND, IT COULD TAKE THEM ALL DAY TO CALL (AGAIN YOU ARE NOT TOLD THIS), AND IF YOU AREN’T THERE TO ANSWER THE PHONE, AT THE END OF THE DAY THEY CANCEL THE ORDER……

    THAT’S RIGHT, NO UPFRONT NOTICE, NO EXPLANATION

    IF I HADN’T GONE THROUGH ALL THE PEOPLE, STAYED ON THE PHONE AS I WAS MISDIRECTED OVER AND OVER AND OVER AND THEN DECIDED TO CALL THE NUMBER LISTED “FOR FASTER PROCESSING”, THE PROCESSING WOULD HAVE TAKEN AN UNKNOWN AMOUNT OF TIME, POSSIBLY A DAY, AND THEN HAD I NOT BEEN AT THE PHONE NUMBER THEY HAD FOR ME…..IN THIS CASE MY HOME PHONE, THEN THE WHOLE RENEWAL WOULD HAVE BEEN CANCELLED…..

    JUST BLITHELY CANCELLED….AND I COULD HAVE STARTED ALL OVER THE NEXT DAY.
    BTW, THIS IS THE SAME CREDIT CARD USED SUCCESSFULLY FOR MY T-MOBILE ACCOUT FOR YEARS.

    MY GRADE FOR T-MOBILE USED TO BE A SOLID B……NOW, IT’S AN F.

    OH, THEY ALWAYS SAY THEY ARE SORRY YOU’VE HAD TROUBLE…..BUT I’M SORRY IS AS FAR AS IT GOES.

    I COULD SWITCH TO ANOTHER COMPANY, BUT IT SEEMS THAT THEY ARE ALL ABOUT EQUALLY BAD.
    ANY SUGGESTIONS?

  • ALOHADD1

    tmbile in bed with jdpower ass. I have had the worst exsp with T-Mobile , hour plus hold times ,washed & dryed my clothes & folded , still on hold , then they just hang up on you, i always would have to plug in battery before calling customer no service , I definity would not trust jd power ass. Reviews , ,
    2 months ago unauthorized they sent a phone to Mexico & sent me a text , took many hours of on hold calls to 3 times they said they credited my acc. & on the 4 th call they credit my account for the shipping ,TMOBILES PRACTICE PROFIT ON DECEPTION ,DISHONEST TO , THEY ALSO MOVED BILLING DATES , & CHEATED CLIENTS OUT OF 4 DAYS OF SERVICE FOR A PROFIT & GOT AWAY WITH IT