T-Mobile wins J.D. Power wireless customer care study again, says new iOS app launching today

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It’s happened again, everyone. T-Mobile has received the highest rating in the latest J.D. Power Wireless Customer Care Study.

The latest J.D. Power Wireless Customer Care Full-Service Performance Study shows T-Mobile edging out AT&T with a total score of 802 to 800. Meanwhile, Verizon scored 786 and Sprint brought up the rear with 755. J.D. Power says that T-Mo does particularly well with its phone system that offers automated response system (ARS) followed by a customer service representative (CSR). T-Mo scored above-average in three of the four service channels, which are phone (two sub-categories of ARS then CSR and ARS alone), walk-in (retail stores), and online (website, online chat, social media).

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J.D. Power also measured customer care of non-contract services. MetroPCS finished in the middle of the pack with a score of 751. Sprint’s Virgin Mobile won the non-contract category with a score of 770.

Looking ahead, John Legere says that T-Mobile wants to improve its customer care even further and put it in the same league as customer services from Amazon, Zappos, Apple, and others. Exactly what T-Mo has planned isn’t clear, but Legere says that they’ve started work on some improvements:

“We’ve already started laying the foundation, and I can’t wait to show you what we’ve got up our sleeves. Over the next year, you’re going to see us roll out new capabilities and features that’ll take our customer care to the next level. We’re gonna make care more mobile – tap into the power of that supercomputer our customers carry in their pockets; more personal – because great customer care is personal customer care, pure and simple; and more Un-carrier – doing what we’ve done all along by challenging the status quo and completely changing the game.”

Legere also says that the new T-Mobile app that launched on Android last month is arriving on iOS today. It doesn’t appear to be live in the App Store quite yet, but I’ll be sure to give you a heads-up when I see it.

Source: J.D. Power, T-Mobile

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  • Steve Griffin

    I guess there won’t be an app for Windows phone any time soon.

    • Apple

      #ShouldOfBoughtiPhone

      • gg54

        #ShouldHave

      • Steve Griffin

        I would if Apple made a phone that had live ties instead of the old icons. I like to create my desktop to look the way I want. Apple and Android, a person has limited control of how it looks and operates, WP you have total control.

    • DDLAR

      I wouldn’t hold my breath.

      • Steve Griffin

        Wouldn’t do that but the website works good.

        • Guest

          Yeah, I mean the new android app is basically a wrapper for the mobile website, anyway… Might as well save your battery and avoid the app.

    • Anthony S Jennings

      Theres an app for Windows Phone 8.1 but if you install WP10 it removes the T-Mo app (not compatible).

  • Mr.Bean

    I updated the my T-Mobile account app to the new one, but the app didn’t update the icon nor the app it’s self which was weird and it’s the recent version.

  • Fabian Cortez

    Sprint brought up the rear with 755.

    Seems like the trend.

    Per the power circle rating they’re considered “The rest.”

    • VINN

      OMG, you are so right!

  • patt

    Nice thanks for the new app because the old one looks bad lol

  • patt

    got the update for new iOS app and gets stuck on error cannot connect. Anyone else?

    • Dark enV

      Same here. Really dumb how it just launches and I can’t use it

    • Mike Palomba

      Same

  • Marco

    Can’t connect on new app ? Great

  • Paul

    AT&T got a bit too close.

  • At

    AT&T has worse customer service than any carrier out there.

  • BobbieDooley

    I sure miss Robert Dotson. He truly was a man 20 years ahead of his time.

  • matt

    this version is a disaster. i have a walmart plan, so i can no longer use the new app to check my minutes or my high speed data. and on my ipad with a post paid mobile internet account, i cant use the new app to check that account either , because its an ipad. and the ipad version isn’t out yet.

    i used to use the old app in cellular mode to check my walmart plan, now i can’t

    • disqus_DFnvXJ7c9h

      dial #932# on your phone to check data usage and #646# for minutes and #674# for sms usage. idk about ipad. buy a real tablet.