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Disappointing news this morning for the T-Mobile faithful as the newest JD Power 2012 Wireless Customer Care Full-Service Performance Study, Volume 2 places T-Mobile dead last in the overall customer care index ranking.
The 2012 Wireless Customer Care study is based on response from 7,428 wireless customers due to their experiences with their respective carrier over the course of the past six months. The study was conducted between January and June 2012.
There’s many ways I can imagine any company, including T-Mobile will try and spin this but as news of call center closings still looms in the back of our minds, we can’t help but wonder how T-Mobile plans on turning this around. For a company that used to dominate these rankings, the mighty have certainly fallen.
Let’s remove ourselves from reality for a moment and ask what you, as the T-Mobile customer would do to improve customer service if you were in charge of customer care? Let’s not get hasty and include ideas that aren’t actually possible or wildly out of this world, but real world ideas that the company can actually carry out. Perhaps we’ll think of something the powers that be at T-Mobile haven’t or won’t. Just a thought.
While this is all bad news, being dead last doesn’t bother me as much as losing to AT&T. I just loathe the idea of losing anything to AT&T. I don’t think I have EVER had a positive customer experience with their customer care department.