For the second consecutive year T-Mobile has been awarded the highest ranking by JD Powers for the best customer service in wireless. This is just one of many JD Powers awards T-Mobile has decorating the shelves in Bellevue and we suspect there are more on the horizon.
While some of you find yourselves longing for a deeper selection of handsets it’s hard to argue that customer service in the wireless industry isn’t chock full of trouble. Frustration and anger are often hand in hand with calling about a billing problem, upgrade date or any of the other thousands of reasons people call in. It’s nice to see that T-Mobile takes the time and consideration to emphasize that customer service is just one part of keeping a customer happy. Good job Tmo!
T-Mobile Tops Ranking in Wireless Customer Service
For Second Consecutive Time
BELLEVUE, Wash. — Feb. 3, 2011 — T-Mobile USA today was awarded the highest ranking for the second consecutive time in J.D. Power and Associates’ 2011 Wireless Customer Care Performance StudySM — Volume 1.
“We are honored to be the wireless industry’s highest ranked customer service provider, and this is especially rewarding because it’s based on direct customer feedback,” said Brian Brueckman, senior vice president, direct to customer, T-Mobile USA. “Our customers know that when they contact T-Mobile, our employees work hard to earn and keep their trust as we help them fully enjoy their experience with T-Mobile’s innovative products and services, backed by America’s largest 4G network.”
The J.D. Power and Associates study measures customer satisfaction with the service they received using the automated response system (ARS), ARS combined with live customer service representative assistance, as well as in retail stores and online. Among the four major U.S. wireless carriers, T-Mobile ranked highest and significantly above the national average.
The results announced today reinforce T-Mobile’s track record as an organization with a strong focus and commitment to providing an outstanding customer experience on the phones, in stores and online athttp://www.t-mobile.com. The study found the following:
- T-Mobile is the highest-ranked among all wireless providers in overall customer care performance, with results significantly better than the industry average
- On the phones, T-Mobile ranks first and significantly better than the national average when a customer speaks to a representative either immediately or after being transferred via ARS
- For customers seeking help online, T-Mobile leads all wireless providers and performed significantly better than the industry average
The 2011 Wireless Customer Care Performance Study—Volume 1 is based on responses from 9,755 wireless customers who had a customer care experience within the past six months. Online interviews were conducted between July and December 2010.
Acclaim for T-Mobile’s customer experience also extends to retail stores, where J.D. Power and Associates has recently ranked T-Mobile highest in its Wireless Retail Sales Satisfaction StudySM for the third consecutive time.
More information about J.D. Power and Associates studies can be found athttp://www.jdpower.com.
About T-Mobile USA
Based in Bellevue, Wash., T-Mobile USA, Inc. is the U.S. wireless operation of Deutsche Telekom AG. By the end of the third quarter of 2010, approximately 130 million mobile customers were served by the mobile communication segments of the Deutsche Telekom group — 33.8 million by T-Mobile USA — all via a common technology platform based on GSM and UMTS, the world’s most widely-used digital wireless standards. Today, T-Mobile operates America’s largest 4G network, and is delivering a compelling 4G experience across a broad lineup of leading devices in more places than competing 4G services. T-Mobile USA’s innovative wireless products and services help empower people to connect to those who matter most. Multiple independent research studies continue to rank T-Mobile USA among the highest in numerous regions throughout the U.S. in wireless customer care and call quality. For more information, please visit http://www.T-Mobile.com. T-Mobile is a federally registered trademark of Deutsche Telekom AG. For further information on Deutsche Telekom, please visit www.telekom.de/investor-relations.
For more information about T-Mobile’s 4G products, please visithttp://www.t-mobile.com.