T-Mobile Ranks Highest In Customer Purchase Experience According To JD Power

While we’ve expressed some concerns regarding the overall direction we feel T-Mobile’s customer service has taken in recent months, JD power has seen fit to award them top honors in the Wireless Purchase Experience category. Coming in with an overall score of 755 out of a 1,000 point scale T-Mobile tied with frienemy Sprint for the top honor. The award rates a wireless purchase experience based on any one of three contact methods: telephone sales, retail store experience and the online buying experience. These three methods are scored in order of importance on: store sales representative; website sales; phone sales representative; store facility; offerings and promotion and the cost of service. I have to say that while there are always some exceptions I have always found T-Mobile retail reps to be among the friendliest I have ever had the pleasure of working with. They truly do deserve this award.

Sprint and T-Mobile rank highest, in a tie, in customer satisfaction among major full-service wireless carriers with a score of 755 each. Sprint performs well among the website sales, offerings and promotions and cost of service factors. T-Mobile performs particularly well in the cost of service factor.

JD Power

 

The full press release follows and hit the jump for a few graphics showing the overall scores:

J.D. Power and Associates Reports:

Satisfaction with the Wireless Purchase Experience Differs Considerably Among Sales Channels

Sprint and T-Mobile Rank Highest in Wireless Purchase Experience Satisfaction among Full-Service Carriers,
In a Tie, While Boost Mobile Ranks Highest among Non-Contract Carriers

WESTLAKE VILLAGE, Calif: 11 August 2011 — Overall satisfaction with the wireless purchase experience differs across contact channels stemming from consumer channel expectations and the transaction type, according to the J.D. Power and Associates 2011 U.S. Full-Service Wireless Purchase Experience StudySM—Volume 2 and the 2011 U.S. Wireless Non-Contract Purchase Experience StudySM—Volume 2, both released today.

Now in their eighth year, the semiannual studies have been expanded in 2011 to collect evaluations from customers who recently had a wireless purchase experience using any of three contact methods: telephone calls with sales representatives; visits to a retail wireless store; and on the Web. Overall customer satisfaction with both full-service and non-contract branded carriers is based on six factors (in order of importance): store sales representative; website sales; phone sales representative; store facility; offerings and promotion; and cost of service.

The study finds that overall customer satisfaction varies widely by the type of channel used for their wireless sales transaction. Satisfaction is lowest among customers who most recently conducted a Web sales transaction (738 on a 1,000-point scale, on average), compared with retail (walk-in) and telephone channels (753 and 752, respectively). Customers who purchased through the Web channel, where finding information quickly is more challenging, tend to rate their experience lower based on the general lack of personal assistance, compared with either in-person or over the phone.

In addition, the study finds that satisfaction with cost of service and offerings and promotions is lower when purchases are made over the phone than when made online or in stores. For example, satisfaction with cost of service among purchases occurring over the phone averages 626, compared with 653 and 652 when purchases occur online and in stores, respectively. Similarly, satisfaction with offerings and promotions for purchases made over the phone averages 12 points lower than for online purchases and 17 points lower than for in-store purchases. Customers making purchases online and in stores have the opportunity to view all product offerings and see the pricing associated with each one, which is not always possible over the phone.

“Within the past year, there have been a number of new product and service plan innovations where, in most cases, relatively detailed information needs to be provided to customers in a logical and cost-effective manner,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “Being able to provide a seamless experience across multiple sales channels is key for service carriers, particularly as devices and plans become more complex. Providing up-to-date product and service information is becoming increasingly critical to exceeding customer expectations.”

Overall satisfaction also differs by the method of purchase, as expectations are set by the type of purchase being made. For example, satisfaction is 775 among full-service customers who change their service plan via the phone, compared with just 716 among those opting to do so online. However, overall satisfaction scores do not vary by channel when purchasing a new device.

According to Parsons, full-service carriers that provide an exceptional purchase experience (receiving ratings of 10 on a 10-point scale) may earn $4 more per customer each month, compared with full-service carriers that do not provide a satisfactory experience.

Sprint and T-Mobile rank highest, in a tie, in customer satisfaction among major full-service wireless carriers with a score of 755 each. Sprint performs well among the website sales, offerings and promotions and cost of service factors. T-Mobile performs particularly well in the cost of service factor.

Boost Mobile ranks highest in overall purchase experience satisfaction among non-contract service carriers with an overall score of 766. Boost Mobile performs particularly well in phone sales representative, offerings and promotions and cost of service. MetroPCS (760) and Virgin Mobile (753) follow Boost Mobile in the non-contract service carrier rankings.

The study also finds the following key retail wireless sales transaction patterns:

  • Sixty-two percent of full-service customers indicate that their most recent purchase experience occurred in a retail store location, while 19 percent say that their most recent sales transaction occurred via the telephone or online channel. This differs considerably from non-contract branded customers—26 percent say their most recent purchase transaction occurred online, and only 13 percent indicate that it was over the telephone.
  • The average total time customers spent in the full-service retail store to complete the sales transaction is approximately 53 minutes—a decrease of more than three minutes, compared with six months ago. In comparison, customers making purchases from non-contract carriers indicate spending just 44 minutes in the retail store.
  • Satisfaction with the overall purchase experience among other retailers, such as Apple, Best Buy, Costco, RadioShack and Wal-Mart, averages 740 index points—18 points lower than among stores owned by full-service wireless carriers.

 

The 2011 Wireless Full-Service Purchase Experience Study—Volume 2 is based on responses from 9,190 wireless customers. The 2011 Wireless Non-Contract Purchase Experience Study—Volume 2 is based on responses from 1,767 wireless customers. Both studies are among current subscribers who report having a sales transaction with their current carrier within the past six months. The study was fielded from January through June 2011.

For more information on customer satisfaction with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, please visitJDPower.com.

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. With leading brands including Standard & Poor’s, McGraw-Hill Education, Platts energy information services and J.D. Power and Associates, the Corporation has approximately 21,000 employees with more than 280 offices in 40 countries. Sales in 2010 were $6.2 billion. Additional information is available at http://www.mcgraw-hill.com.

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate

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  • Guest

     I can’t believe they won this again there customer service has turned into AT&T I think T-Mobile is starting early before the FCC & JOD Approves this buy out!

  • Guest

     I can’t believe they won this again there customer service has turned into AT&T I think T-Mobile is starting early before the FCC & JOD Approves this buy out!

  • Guest

     I can’t believe they won this again there customer service has turned into AT&T I think T-Mobile is starting early before the FCC & JOD Approves this buy out!

  • Anonymous

    Great, TMo does a fantastic job helping you buy stuff,  That’s the easy part (All of the providers scores were very close).  It’s the post-sales service that’s become non-existent.  When was the last time someone connected to tech support in less that 30 minutes — and after waiting all that time, got good support?

  • http://pulse.yahoo.com/_HK7ALWU4PMZC7SUZ4NZLXDT6R4 Chad

    Not sure about all the “AT&T customer service” people say that they are getting from the T-Mobile reps but honestly it’s been just as fine as it has been for me. I was on the phone with reps yesterday and the last time i was in store was June 2011 and they made sure I was happy and satisfied with everything same great customer service experience I’ve been getting for the past 11+ years

  • http://pulse.yahoo.com/_HK7ALWU4PMZC7SUZ4NZLXDT6R4 Chad

    Not sure about all the “AT&T customer service” people say that they are getting from the T-Mobile reps but honestly it’s been just as fine as it has been for me. I was on the phone with reps yesterday and the last time i was in store was June 2011 and they made sure I was happy and satisfied with everything same great customer service experience I’ve been getting for the past 11+ years

  • JG01

    What a load of BS…..did Tmobile start crying because they lost the number spot !!!  boo hoo !!   Did they make up the category to stop Tmobile from crying .. runners up certificate !!   When you a a good customer service award it is for what the customer’s are experiencing, which includes – devices, prices, quality in service (phone calls, in-store/online sevice and support (technical – do these reps know what they are talking about). That is what this award is for. Besides, JD Powers – who gives a crap about this award, it’s given to the highest bidder !! Its smoke screens !!

  • JG01

    What a load of BS…..did Tmobile start crying because they lost the number spot !!!  boo hoo !!   Did they make up the category to stop Tmobile from crying .. runners up certificate !!   When you a a good customer service award it is for what the customer’s are experiencing, which includes – devices, prices, quality in service (phone calls, in-store/online sevice and support (technical – do these reps know what they are talking about). That is what this award is for. Besides, JD Powers – who gives a crap about this award, it’s given to the highest bidder !! Its smoke screens !!

    • Craig

      Extremely well said.

    • Craig

      Extremely well said.

  • Atgacura

    honestly its funny how people judge customer support and the service they receive when they call in, yet dont look at the fact that the people on the other side are merely that, PEOPLE – consider the fact that most customers seem to call in like they own the company and the person on the other side of the line. being so rude as to make you wonder who raised them to be that way, because i can say one thing my parents taught me to be respectful of others and any person with common sense would know that you dont get ahead by treating the person trying to help you like crap , sometimes certain rules stop the reps from being able to do everything the customer wants, especially with customers now a days that feel that just because they pay their bill they are loyal customers and deserve more than the next guy- if you do feel that way go ahead and call your other service providers and see how many of them dont laugh at you some even literally you will hear them laugh because customers now a days are out of it… this world is more or less out of it i know but dont judge customer care for not being able to do exactly as you wish , it is a business ya know. and also dont be rude to the person on the other end, do realize that they are there because they have bills to pay, trust and believe they dont go to work everyday because they like to hear you yell and complain at them for something that is not their direct fault! just saying…

    • ItsMichaelNotMike

      Hmm… this is an article about a T-Mobile award and you take the opportunity to trash T-Mobile customers with a public posting.  You sound like another of the many T-Mobile employees who post in here, saying that the customer is the problem, not the employees.  Let’s look at what you say:

      “[M]ost customers seem to call in like they own the company.”

      Really, that’s your take on the attitude of MOST customers who call in?  Sounds like you have issues, not the customers.  Free tip:  You are in for a lifetime of sleeping with one eye open (and will probably beat your dog) if that’s your attitude about people.

      “Being so rude as to make you wonder who raised them to be that way.”

      Ever stop to wonder that if people are being rude, that maybe it’s your attitude that caused them to respond in kind.

      “i can say one thing my parents taught me to be respectful of others…”

      And apparently you did not learn from what your parents taught you since your entire post, on the Internet for all to see, is disrespectful of your employer and T-Mobile customers. 

      “Customers now a days that feel that just because they pay their bill they are loyal customers and deserve more than the next guy.”

      What can I say, simply a further exhibition of disrespect, no business sense and paranoia (and lack of education as indicated by your horrible grammar and numerous misspellings).  And just who is the “next guy” you are referring to, a customer who does not pay his bill?  Or is he the guy who also pays his bill, but in your judgement he does not consider himself a loyal customer nor deserving of “more.”  Hmm… how do YOU determine the customer who considers himself loyal and deserving more, when the customer asks for more than YOU think he should be expecting?

      “Call your other service providers and see how many of them
      dont laugh at you some even literally you will hear them laugh because
      customers now a days are out of it.”

      I think you meant to say “see how many laugh at you.”  Anyway, your comment reads like you are the one “out of it.” And what’s YOUR definition of a customer being “out of it?” 

      Actually, instead of wasting time on here, have you considered offering your services to T-Mobile corporate?  Tell them you want to write the new T-Mobile customer service manual and also will be willing to train CSRs on handling calls from T-Mobile customers. Here’s a free tip on the title for Chapter One of your manual:

      “Always Treat Customers As The Enemy”  

    • ItsMichaelNotMike

      Hmm… this is an article about a T-Mobile award and you take the opportunity to trash T-Mobile customers with a public posting.  You sound like another of the many T-Mobile employees who post in here, saying that the customer is the problem, not the employees.  Let’s look at what you say:

      “[M]ost customers seem to call in like they own the company.”

      Really, that’s your take on the attitude of MOST customers who call in?  Sounds like you have issues, not the customers.  Free tip:  You are in for a lifetime of sleeping with one eye open (and will probably beat your dog) if that’s your attitude about people.

      “Being so rude as to make you wonder who raised them to be that way.”

      Ever stop to wonder that if people are being rude, that maybe it’s your attitude that caused them to respond in kind.

      “i can say one thing my parents taught me to be respectful of others…”

      And apparently you did not learn from what your parents taught you since your entire post, on the Internet for all to see, is disrespectful of your employer and T-Mobile customers. 

      “Customers now a days that feel that just because they pay their bill they are loyal customers and deserve more than the next guy.”

      What can I say, simply a further exhibition of disrespect, no business sense and paranoia (and lack of education as indicated by your horrible grammar and numerous misspellings).  And just who is the “next guy” you are referring to, a customer who does not pay his bill?  Or is he the guy who also pays his bill, but in your judgement he does not consider himself a loyal customer nor deserving of “more.”  Hmm… how do YOU determine the customer who considers himself loyal and deserving more, when the customer asks for more than YOU think he should be expecting?

      “Call your other service providers and see how many of them
      dont laugh at you some even literally you will hear them laugh because
      customers now a days are out of it.”

      I think you meant to say “see how many laugh at you.”  Anyway, your comment reads like you are the one “out of it.” And what’s YOUR definition of a customer being “out of it?” 

      Actually, instead of wasting time on here, have you considered offering your services to T-Mobile corporate?  Tell them you want to write the new T-Mobile customer service manual and also will be willing to train CSRs on handling calls from T-Mobile customers. Here’s a free tip on the title for Chapter One of your manual:

      “Always Treat Customers As The Enemy”  

      • derek 21

        the guy posting was actually correct, can you pay your electric bill every month and call your electric company and say  i want two free months of service, no. Some of the requests are outlandish and don’t make sense from a business standpoint,  or you call someone an idiot because you didn’t read your bill for six months straight, after a while it starts to fall of the company’s shoulders and the weight goes on to you. 

    • ItsMichaelNotMike

      Hmm… this is an article about a T-Mobile award and you take the opportunity to trash T-Mobile customers with a public posting.  You sound like another of the many T-Mobile employees who post in here, saying that the customer is the problem, not the employees.  Let’s look at what you say:

      “[M]ost customers seem to call in like they own the company.”

      Really, that’s your take on the attitude of MOST customers who call in?  Sounds like you have issues, not the customers.  Free tip:  You are in for a lifetime of sleeping with one eye open (and will probably beat your dog) if that’s your attitude about people.

      “Being so rude as to make you wonder who raised them to be that way.”

      Ever stop to wonder that if people are being rude, that maybe it’s your attitude that caused them to respond in kind.

      “i can say one thing my parents taught me to be respectful of others…”

      And apparently you did not learn from what your parents taught you since your entire post, on the Internet for all to see, is disrespectful of your employer and T-Mobile customers. 

      “Customers now a days that feel that just because they pay their bill they are loyal customers and deserve more than the next guy.”

      What can I say, simply a further exhibition of disrespect, no business sense and paranoia (and lack of education as indicated by your horrible grammar and numerous misspellings).  And just who is the “next guy” you are referring to, a customer who does not pay his bill?  Or is he the guy who also pays his bill, but in your judgement he does not consider himself a loyal customer nor deserving of “more.”  Hmm… how do YOU determine the customer who considers himself loyal and deserving more, when the customer asks for more than YOU think he should be expecting?

      “Call your other service providers and see how many of them
      dont laugh at you some even literally you will hear them laugh because
      customers now a days are out of it.”

      I think you meant to say “see how many laugh at you.”  Anyway, your comment reads like you are the one “out of it.” And what’s YOUR definition of a customer being “out of it?” 

      Actually, instead of wasting time on here, have you considered offering your services to T-Mobile corporate?  Tell them you want to write the new T-Mobile customer service manual and also will be willing to train CSRs on handling calls from T-Mobile customers. Here’s a free tip on the title for Chapter One of your manual:

      “Always Treat Customers As The Enemy”  

    • Jg01

      first, the reps are representatives of a company, a company is seen as an individual ( that is how the courts see it), when i call in I am speaking to the company, not the individual. If the company wants me to respect it, then respect me………give me what I am paying for, not a portion of it, that is why I get upset. The company ready to quickly take my money and disconnect my service if I pay late, but do they do when they screw up ? ABSOLUTELY NOTHING ! that is meant by sticking to the customers. There is no consequence to the company , so they can do whatever they want. I suggest that every customer support rep educate themselves on what they talking about (which most do not), then I won’t shout at them and call them idiots !! because they are for not knowing what they are doing and not waste peoples time.

  • Atgacura

    honestly its funny how people judge customer support and the service they receive when they call in, yet dont look at the fact that the people on the other side are merely that, PEOPLE – consider the fact that most customers seem to call in like they own the company and the person on the other side of the line. being so rude as to make you wonder who raised them to be that way, because i can say one thing my parents taught me to be respectful of others and any person with common sense would know that you dont get ahead by treating the person trying to help you like crap , sometimes certain rules stop the reps from being able to do everything the customer wants, especially with customers now a days that feel that just because they pay their bill they are loyal customers and deserve more than the next guy- if you do feel that way go ahead and call your other service providers and see how many of them dont laugh at you some even literally you will hear them laugh because customers now a days are out of it… this world is more or less out of it i know but dont judge customer care for not being able to do exactly as you wish , it is a business ya know. and also dont be rude to the person on the other end, do realize that they are there because they have bills to pay, trust and believe they dont go to work everyday because they like to hear you yell and complain at them for something that is not their direct fault! just saying…

  • TMoFan

    Why does at&t consistently rank low on these things? Despite what some have said my experiences with T-Mobile continue to be positive both on the phone and in the store.

  • TMoFan

    Why does at&t consistently rank low on these things? Despite what some have said my experiences with T-Mobile continue to be positive both on the phone and in the store.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • http://MobileGenius.wordpress.com JM

    How long has is category been around? I haven’t seen it before.

  • IT Guy

    Good for T-Mobile. Although I don’t know that this means a whole lot seeing that the highest and lowest scores were within 1.1% of each other.

  • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

    Yeah…my G2X experience has been a real dream. :-(

  • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

    Yeah…my G2X experience has been a real dream. :-(

  • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

    Yeah…my G2X experience has been a real dream. :-(

  • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

    Yeah…my G2X experience has been a real dream. :-(

  • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

    Yeah…my G2X experience has been a real dream. :-(

  • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

    Yeah…my G2X experience has been a real dream. :-(

  • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

    Yeah…my G2X experience has been a real dream. :-(

  • jarjon76

    I suspect 99% of the complainers are the people that abuse reps and/or try to take advantage of them (i.e. “want, want, want”). I’ve recently called T-Mobile and had no problem getting through, getting a friendly rep, and got my questions answered. I’m also polite and cordial when I’m speaking to the reps, which helps.

    • Boring

      We get it, jarjar.  You think most T-Mobile customers are a bunch of whiners who ask for too much.

      Your repetitive posts stating this are old and boring at this point.  No one cares that you are so grumpy and dislike others so much.

    • Boring

      We get it, jarjar.  You think most T-Mobile customers are a bunch of whiners who ask for too much.

      Your repetitive posts stating this are old and boring at this point.  No one cares that you are so grumpy and dislike others so much.

      • jarjon76

        Don’t blame me for the constant complaining of cheapskates or people who want, want, want. Your anger is misdirected, pal. Despite your bold claim, I think most T-Mobile customers are honest and like the company. The small number of people in here who bellyache and “want, want, want” don’t represent the majority. 

        • Anonymous

          Are you under the impression that using verbs in triplicate makes you sound more intelligent?

          And are you implying that there is something dishonest in a consumer expressing a negative sentiment towards a company they regret doing business with?

        • Anonymous

          Are you under the impression that using verbs in triplicate makes you sound more intelligent?

          And are you implying that there is something dishonest in a consumer expressing a negative sentiment towards a company they regret doing business with?

        • jarjon76

          You’re the type of consumer I’m talking about. Did you manage to weasel your way out of the contract you signed because T-Mobile is adding $1 and change to your bill? 

          Again, don’t take your irrational anger on me. I’m not the one trying to cheat T-Mobile.

        • Anonymous

          I’m angry? You sound like the one with some anger issues. Do you berate every customer who has the audacity to express some level of displeasure with T-Mobile?

          Have you considered a career change? You strike me as just the sort of fellow that they’re looking for in the US Army these days–an obediant lapdog who gets his jollies off being a bully.

          Call your local recruiter today!

        • Anonymous

          I’m angry? You sound like the one with some anger issues. Do you berate every customer who has the audacity to express some level of displeasure with T-Mobile?

          Have you considered a career change? You strike me as just the sort of fellow that they’re looking for in the US Army these days–an obediant lapdog who gets his jollies off being a bully.

          Call your local recruiter today!

        • Anonymous

          Are you under the impression that using verbs in triplicate makes you sound more intelligent?

          And are you implying that there is something dishonest in a consumer expressing a negative sentiment towards a company they regret doing business with?

        • Anonymous

          Are you under the impression that using verbs in triplicate makes you sound more intelligent?

          And are you implying that there is something dishonest in a consumer expressing a negative sentiment towards a company they regret doing business with?

        • Anonymous

          Are you under the impression that using verbs in triplicate makes you sound more intelligent?

          And are you implying that there is something dishonest in a consumer expressing a negative sentiment towards a company they regret doing business with?

        • Anonymous

          Are you under the impression that using verbs in triplicate makes you sound more intelligent?

          And are you implying that there is something dishonest in a consumer expressing a negative sentiment towards a company they regret doing business with?

      • jarjon76

        Don’t blame me for the constant complaining of cheapskates or people who want, want, want. Your anger is misdirected, pal. Despite your bold claim, I think most T-Mobile customers are honest and like the company. The small number of people in here who bellyache and “want, want, want” don’t represent the majority. 

    • http://twitter.com/iDiotGear Rob Daman

      Sounds like you just got lucky. Call them a few more times to ask a few questions then post your experience. Good chance your story will change.

    • http://twitter.com/iDiotGear Rob Daman

      Sounds like you just got lucky. Call them a few more times to ask a few questions then post your experience. Good chance your story will change.

    • http://twitter.com/iDiotGear Rob Daman

      Sounds like you just got lucky. Call them a few more times to ask a few questions then post your experience. Good chance your story will change.

      • jarjon76

        No it won’t because when I call in I do so for good reason. I’m sure there are a small number of bad apples working the phones, but it’s not what complainers like you make it out to be. It’s simple–people find it easier to murmur and complain than to give credit or praise, which is why you see a lot of bellyaching in threads like these.

      • jarjon76

        No it won’t because when I call in I do so for good reason. I’m sure there are a small number of bad apples working the phones, but it’s not what complainers like you make it out to be. It’s simple–people find it easier to murmur and complain than to give credit or praise, which is why you see a lot of bellyaching in threads like these.

    • Jg01

      first, the reps are representatives of a company, a company is seen as an individual ( that is how the courts see it), when i call in I am speaking to the company, not the individual. If the company wants me to respect it, then respect me………give me what I am paying for, not a portion of it, that is why I get upset. The company ready to quickly take my money and disconnect my service if I pay late, but do they do when they screw up ? ABSOLUTELY NOTHING ! that is meant by sticking to the customers. There is no consequence to the company , so they can do whatever they want. I suggest that every customer support rep educate themselves on what they talking about (which most do not), then I won’t shout at them and call them idiots !! because they are for not knowing what they are doing and not waste peoples time.

      • jarjon76

        With the above attitude I can see how you’re probably not treated with “respect” when you can in to complain. 

      • jarjon76

        With the above attitude I can see how you’re probably not treated with “respect” when you can in to complain. 

    • derek 21

      this is the greatest post ever in regards to customer service, want, want , want, people want companies to read their bills for them every month or let them know they went over their minutes and then want credit back , want things that if you went to their place of employment and asked for nine times out of ten you certainly wouldn’t receive

    • derek 21

      this is the greatest post ever in regards to customer service, want, want , want, people want companies to read their bills for them every month or let them know they went over their minutes and then want credit back , want things that if you went to their place of employment and asked for nine times out of ten you certainly wouldn’t receive

  • Anonymous

    I spent 3.5 hours on the phone with T-Mobile 2 days ago (that I could ill afford). All I wanted to do was change to a monthly plan and I went around the same loop 3 times (at over an hour each trip). I got handed off from person to person, got my credit checked 3 times, got handed off to prepaid sales (because no one else is allowed to do it) which is overseas somewhere, and the person on that end shouts “I can’t hear you I am disconnecting now.” Start again.

    I didn’t abuse anybody. I had a very simple request to change my plan and they were totally unable to deal with it. The person who changes the number can’t sell you anything because you haven’t had your credit checked, and the credit checker can’t because they check credit, not sales, and the sales person can’t because they only do postpaid, not prepaid, and the prepaid sales person’s phone doesn’t work. There was an ongoing attempt to push me into a postpaid plan, but I fully intend to leave if the merger goes through. I won’t willingly be an AT&T customer for anything whatsoever. No contracts for me.

    I’ve been polite and civil the whole time but I lost almost an entire day of work to this. The don’t rank very highly with me any more.

  • Anonymous

    I spent 3.5 hours on the phone with T-Mobile 2 days ago (that I could ill afford). All I wanted to do was change to a monthly plan and I went around the same loop 3 times (at over an hour each trip). I got handed off from person to person, got my credit checked 3 times, got handed off to prepaid sales (because no one else is allowed to do it) which is overseas somewhere, and the person on that end shouts “I can’t hear you I am disconnecting now.” Start again.

    I didn’t abuse anybody. I had a very simple request to change my plan and they were totally unable to deal with it. The person who changes the number can’t sell you anything because you haven’t had your credit checked, and the credit checker can’t because they check credit, not sales, and the sales person can’t because they only do postpaid, not prepaid, and the prepaid sales person’s phone doesn’t work. There was an ongoing attempt to push me into a postpaid plan, but I fully intend to leave if the merger goes through. I won’t willingly be an AT&T customer for anything whatsoever. No contracts for me.

    I’ve been polite and civil the whole time but I lost almost an entire day of work to this. The don’t rank very highly with me any more.

  • Meaningless

    Without showing the margin of error, these figures and graph are completely worthless.  Is there any statistically significant difference between any of these companies?

    On a thousand point scale, there was only 9 points of difference between any of them.  The graph is skewed to make the differences look larger.  Stars are then added ‘for effect’.

    Big graphs are meaningless without fully understanding the numbers and exactly how they were derived.

    • Meaningless

      Posted before proofreading: that should be “11 points” instead of “9 points”.  Sorry.

    • Meaningless

      Posted before proofreading: that should be “11 points” instead of “9 points”.  Sorry.

  • ItsMichaelNotMike

    Like others, I’ve never heard (or at least not noticed) of this category before.

    Also like others posted, this does not seem much to crow about seeing how Sprint received the same score and Verizon scored only 2 points below “the winner.”

    And AT&T scored 744 out of 1000.  That’s not so dismal that I would be concerned about it if I was AT&T.

    Lastly, what really matters is customer count.  I’m sure AT&T and Verizon will let T-Mobile have this “award” and they will take the millions in increased subscribers for the quarter.

    • The ATL Guy

      Werent you leaving?

    • The ATL Guy

      Werent you leaving?

  • Jg01

    The real question is , who is scoring this? and how do they track the score. They have shared their formula with us……so I’m gonna go woth….hhhmmmm let me see, who can pay JD Powers the most money for this. In otherwords, who can this benefit the most for a paid for award that means nothing to the big companies, but only to the customers, to be able to jump up and down and say ” Look at me , I just won and award!!”.

  • http://twitter.com/GlennAllenN Glenn Allen

    That was then, this is now; ’cause now the T-Mobile playbook has this big honkin’ deathstar on it.

  • The ATL Guy

    WOW its like they all were so neck in neck to make this YAAAAAAAAAAAAAAAAAAAWN sorta not really all that noteworthy. 

  • The ATL Guy

    WOW its like they all were so neck in neck to make this YAAAAAAAAAAAAAAAAAAAWN sorta not really all that noteworthy. 

  • Nik

    T-Mobile call center workers are pieces of s***, but not nearly close to to AT&T workers who are giant globs of s***. I can’t even fathom the size of the s*** the call center workers will be when the acquisition goes through. I called T-Mobile to ask whether my $7.99 PHP that I have on my MT4G line w/ “unlimited” data would carry over if I purchased a Sensation from eBay and used it on the line, and instead the uneducated bi*ch decided to do her own thing, and tells me “Okay sir Premium Handset Protection has been added on all four of your Family Plan lines” Nowhere in what I said to her did I even come close to mentioning anything about any other line on my account or any order. I spoke courteously and fluently, and instead of giving me a simple direct answer, she put an extra $24 per month on my bill, WHICH SHE DIDN’T KNOW HOW TO UNDO. So I spent a total of an hour trying to get it taken off my account. And I still didn’t get my damn question answered. But it still, in a cruel cruel way, beats the 9 hours with AT&T supervisors for what turned out to be a switch they had not flipped from their side.. Anyway, as soon as my contract is up, HELLO SPRINT!

  • Nik

    T-Mobile call center workers are pieces of s***, but not nearly close to to AT&T workers who are giant globs of s***. I can’t even fathom the size of the s*** the call center workers will be when the acquisition goes through. I called T-Mobile to ask whether my $7.99 PHP that I have on my MT4G line w/ “unlimited” data would carry over if I purchased a Sensation from eBay and used it on the line, and instead the uneducated bi*ch decided to do her own thing, and tells me “Okay sir Premium Handset Protection has been added on all four of your Family Plan lines” Nowhere in what I said to her did I even come close to mentioning anything about any other line on my account or any order. I spoke courteously and fluently, and instead of giving me a simple direct answer, she put an extra $24 per month on my bill, WHICH SHE DIDN’T KNOW HOW TO UNDO. So I spent a total of an hour trying to get it taken off my account. And I still didn’t get my damn question answered. But it still, in a cruel cruel way, beats the 9 hours with AT&T supervisors for what turned out to be a switch they had not flipped from their side.. Anyway, as soon as my contract is up, HELLO SPRINT!

    • derek 21

      smh that story sounds out there.

    • jarjon76

      I’m not buying your story. Your language and attitude in the above post leads me to believe you weren’t showing your “butt” to the rep and you’re not playing victim because you didn’t get what you wanted. 

  • Nik

    T-Mobile call center workers are pieces of s***, but not nearly close to to AT&T workers who are giant globs of s***. I can’t even fathom the size of the s*** the call center workers will be when the acquisition goes through. I called T-Mobile to ask whether my $7.99 PHP that I have on my MT4G line w/ “unlimited” data would carry over if I purchased a Sensation from eBay and used it on the line, and instead the uneducated bi*ch decided to do her own thing, and tells me “Okay sir Premium Handset Protection has been added on all four of your Family Plan lines” Nowhere in what I said to her did I even come close to mentioning anything about any other line on my account or any order. I spoke courteously and fluently, and instead of giving me a simple direct answer, she put an extra $24 per month on my bill, WHICH SHE DIDN’T KNOW HOW TO UNDO. So I spent a total of an hour trying to get it taken off my account. And I still didn’t get my damn question answered. But it still, in a cruel cruel way, beats the 9 hours with AT&T supervisors for what turned out to be a switch they had not flipped from their side.. Anyway, as soon as my contract is up, HELLO SPRINT!

  • Nik

    T-Mobile call center workers are pieces of s***, but not nearly close to to AT&T workers who are giant globs of s***. I can’t even fathom the size of the s*** the call center workers will be when the acquisition goes through. I called T-Mobile to ask whether my $7.99 PHP that I have on my MT4G line w/ “unlimited” data would carry over if I purchased a Sensation from eBay and used it on the line, and instead the uneducated bi*ch decided to do her own thing, and tells me “Okay sir Premium Handset Protection has been added on all four of your Family Plan lines” Nowhere in what I said to her did I even come close to mentioning anything about any other line on my account or any order. I spoke courteously and fluently, and instead of giving me a simple direct answer, she put an extra $24 per month on my bill, WHICH SHE DIDN’T KNOW HOW TO UNDO. So I spent a total of an hour trying to get it taken off my account. And I still didn’t get my damn question answered. But it still, in a cruel cruel way, beats the 9 hours with AT&T supervisors for what turned out to be a switch they had not flipped from their side.. Anyway, as soon as my contract is up, HELLO SPRINT!

  • http://www.facebook.com/people/Fahd-Yar-Khan/528095244 Fahd Yar Khan

    haha not anymore :D