T-Mobile Wins JD Power Retail Sales Satisfaction Study, Again!

Chalk up one more T-Mobile win in the J.D. Power Wireless Retail Sales Satisfaction study! This win marks T-Mobile’s fourth consecutive highest ranking in the J.D. Power category which measures sales staff, price/promotion, store facilities and store displays.

“To achieve this ranking even once is an honor. To see T-Mobile ranked highest four consecutive times reflects the hard work our retail sales employees put into ensuring a consistently excellent sales experience each and every time a customer walks through the door,” said Ami Silverman, senior vice president of sales, T-Mobile USA. “Beyond the value of T-Mobile’s devices and plans, it’s the value of our people that retains our customers’ loyalty and trust, and that’s something we never take for granted.”

Way to go Magenta!

T-Mobile USA Tops Fourth Consecutive Retail Customer Satisfaction Study

Company Honored With Additional Distinction as a “Service Champion” Across Twenty Industry Sectors

BELLEVUE, Wash. – Feb. 17, 2011 – T-Mobile USA, Inc. continues its streak of recognition for excellence in customer satisfaction with the fourth consecutive highest ranking in J.D. Power and Associates’ Wireless Retail Sales Satisfaction StudySM. In the Volume 1 results announced today, T‑Mobile ranked not only highest overall, but in each area for which the study measured customer satisfaction.

“To achieve this ranking even once is an honor. To see T-Mobile ranked highest four consecutive times reflects the hard work our retail sales employees put into ensuring a consistently excellent sales experience each and every time a customer walks through the door,” said Ami Silverman, senior vice president of sales, T-Mobile USA. “Beyond the value of T-Mobile’s devices and plans, it’s the value of our people that retains our customers’ loyalty and trust, and that’s something we never take for granted.”

T-Mobile continues to reap the rewards of its focus on the entire retail customer experience, from employees’ commitment to customer satisfaction at retail locations, to the value of its device and plan offerings at those locations. According to the study results announced today, T-Mobile surpassed all other national wireless carriers in both the overall retail satisfaction ranking, and in each of the following four categories that make up that ranking:

  • Sales staff
  • Price/promotion
  • Store facility
  • Store display

T-Mobile also received recognition today as a J.D. Power 2011 Customer Service Champion—one of only 40 companies to have earned this distinction this year. To qualify for inclusion on this elite list, companies must not only excel within their own industries, but also must stand out among leading brands in 20 major industries evaluated by J.D. Power and Associates.

The Wireless Retail Sales Satisfaction StudySM result and recognition as a 2011 Service Champion comes on the heels of T-Mobile’s second-consecutive highest ranking in J.D. Power and Associates’ Wireless Customer Care Performance StudySMonly two weeks ago. T-Mobile has topped the rankings in the two previous Wireless Retail Sales Satisfaction Studies and in the four previous Customer Care Performance Studies1, demonstrating the company’s commitment to delivering superior customer service wherever customers need it: Online, over the phone and in retail stores.

Results of the 2011 J.D. Power and Associates Wireless Retail Sales Satisfaction StudySM Volume 1 are based on 8,501 Internet survey interviews conducted between July 2010 and December 2010.

More information about J.D. Power and Associates studies can be found at http://www.jdpower.com.

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  • AP

    How is this possible. Trying to call customer service is a joke. Wait times reach 2 hours for a live voice.

    • 1232

      u must have flexpay

      • http://pulse.yahoo.com/_L3O5I5F6AM5BHDD4B3LJUH2ERY Evon

        I’ve been with T-mobile on a regular payment plan for 5 1/2 years, and had to call a couple of weeks ago cause of an issue – hold time was 45 minutes. Few days later, found out the issue still hadn’t been resolved, on hold for 55 minutes, then talked to/was put on hold again for an additional 40 minutes. They were supposed to call me back today but haven’t. My hold times have been getting progressively worse since the G2 came out, for some reason.

        • FILA

          maybe the other carriers make you wait for 6 hours or more or dont pick up your calls at all like ATT. so yea wed have the best then, lol

        • Beatclub4life03

          tmobile sucks. glad i left. they wont be around much longer.

    • AJBoogie

      You’ve been blacklisted from speaking to a rep in the U.S……when you need to call T-Mobile, you need to call from a different phone and don’t imput your phone number when the automated service asks for it. You will get right through to a representative.

    • AJBoogie

      You’ve been blacklisted from speaking to a rep in the U.S……when you need to call T-Mobile, you need to call from a different phone and don’t imput your phone number when the automated service asks for it. You will get right through to a representative.

  • AP

    How is this possible. Trying to call customer service is a joke. Wait times reach 2 hours for a live voice.

  • bbman335

    At least this award makes sense…Samsung getting the customer loyalty award, now that’s a joke!

  • bbman335

    At least this award makes sense…Samsung getting the customer loyalty award, now that’s a joke!

  • http://cosmicbreeze.tumblr.com/ DtheArtist

    T-Mobile >>>>>>

  • Mahogany1

    So does this mean I won’t be on hold for an hour when I need to talk to someone in customer support. Does this mean the phone selection is going to improve?

    • AJBoogie

      You’ve been blacklisted from speaking to a rep in the U.S……when you need to call T-Mobile, you need to call from a different phone and don’t imput your phone number when the automated service asks for it. You will get right through to a representative.

    • AJBoogie

      You’ve been blacklisted from speaking to a rep in the U.S……when you need to call T-Mobile, you need to call from a different phone and don’t imput your phone number when the automated service asks for it. You will get right through to a representative.

    • Aerofanbig

      why would winning an award for service at the retail stores relate to device selections?

  • Antbankz23

    doesn’t surprise me, thats half the reason i stay with tmob!

  • http://twitter.com/dgrave10 Dale S

    well who the F is J.D and does he or she call TMobile often, because if they did…they might think otherwise. Try calling after hours…maybe 10 minutes maybe 35…I think J.D. is drinking J.D. when they talk to TMo, to drunk to tell the difference between a long hold and a short hold…dummies

    • Aerofanbig

      T-Mobile USA Tops Fourth Consecutive RETAIL Customer Satisfaction Study. Retail has nothing to do with calling CS

  • Frank Krawczyk

    While I never was impressed by the retail experience in my local TMO store, I have not experienced any of the waiting times on the phone others reported here. I do not call often, but was always pleased with the interaction. Last week-end (during their valentines sale) I called to prevent overrunning my minutes. Response was quick and I got some extra minutes to get me through the rest of the month. No hassling required.
    Way to go TMO!

  • http://profiles.yahoo.com/u/NE32CKRUNDDXBWR26VTQWYCI5Q Smokez4Dayz

    whatever your problems are with Tmo customer service or in store, this award means IT IS WORSE AT ANY OTHER CARRIER, so your sarcasm, and fail-tales, doesn’t discredit the award, I have always thought tmobile was better than the other big 3 carriers, just my opinion, been with them for 11 years now.

  • Ian

    Yeah so you get great customer service, but how often do you have 3G and how often can you make a call without it dropping. I think the phone service actually working should take priority.

    • PIANOLOVER189

      I have 3G with t-mobile and I finally had to buy wi-fi just for my android so I can make and receive calls. Over the past 2 months or so, I have never waited less than an hour for customer serivice to answer!!
      I HATE T-MOBILE…