Tag Archives: JD Power

T-Mobile wins out in Computerworld carrier report, but doesn’t fare as well in JD Power network study

Today two new reports have surfaced that grade the performance of the major US carriers. One is a sort of all-around study that covers network performance, support, phone selection, and billing, while the second is focused on network quality. First up, Computerworld has shared the results of a survey that it conducted from June 3 through August 31, 2015. T-Mobile came out on top in several of Computerworld’s … [read full article]

T-Mobile comes in a close second in JD Power phone buying experience study

Hot on the heels of a RootMetrics’ wireless network report, JD Power has released a new report of its own that measures customer satisfaction with the wireless device purchase process. And with this one, T-Mobile fared much better. JD Power’s study evaluates the buying experience for customers picking up a new wireless phone from any of three channels: phone calls with … [read full article]

New JD Powers Report Says Samsung Tops On T-Mobile For Consumer Satisfaction

Finally, a JD Power poll for T-Mobile that doesn’t show the carrier in last place! All sarcasm aside, the new second volume of the US Wireless Smartphone Satisfaction Study results are in and Samsung takes the top honors on T-Mobile’s network. Overall satisfaction for smartphone devices on T-Mobile ranks them third behind AT&T and Sprint customers, but before Verizon. The poll finds that T-Mobile customers are more likely to select their … [read full article]

New JD Power Network Quality Study Shows More Work Ahead For T-Mobile

The last of the second volume of JD Power reports for 2013 has just arrived and needless to say, it’s a mixed message for T-Mobile. The Wireless Network Quality semi-annual Performance Study “evaluates wireless customers’ most recent usage activities in three areas that impact network performance: calling, messaging and data. Overall network performance is based on 10 problem areas that impact the customer experience: dropped calls; calls not connected; audio issues; failed/late voicemails; … [read full article]

AT&T Takes Another JD Power Award, T-Mobile Still Has Work To Do

T-Mobile still has plenty of work to do according to a new JD Power award that once again shows the carrier bringing up the rear in Volume 2 of the Wireless Purchase Experience. The semi-annual study evaluates “the wireless purchase experience of customers using any one of three contact channels: phone calls with sales representatives; visits to a retail wireless store; or online. Overall customer satisfaction with both full-service and non-contract branded carriers is … [read full article]

T-Mobile CEO Spins JD Power Results, Shows Big Improvement In Customer Service

While T-Mobile’s fourth-place streak of JD Power awards continued yesterday, CEO John Legere managed to spin some positive news out of the results. Even if T-Mobile showed up as “worst” of the four carriers, they showed the biggest improvement according to a chart provided by Legere. According to the image, T-Mobile’s score grew by 45 points, 9 more than AT&T which added 36 points from its Volume 1 score to take its first … [read full article]

T-Mobile Drops In American Consumer Satisfaction Index, Now In Fourth Place

I look at each of these studies and wonder if the questions were a little different or if we caught someone on a different day, would their answers have been different? What I can’t do is argue that T-Mobile continues to be on the losing end with a fourth-place finish on the new annual study from the American Customer Satisfaction Index. On a scale from 0-100 the overall score was a 72, a … [read full article]

T-Mobile Brings Up The Rear In New JD Power Wireless Purchase Experience Survey

I suppose on the one hand, when you’re in last place, there’s nowhere to go but up and that’s hopefully exactly what T-Mobile will do in the very near future. Still, even if T-Mobile makes a drastic turnaround in the future, it won’t erase the memory that T-Mobile is clearly in a customer service slump with a spate of last place finishes in recent JD Power surveys. The newest JD … [read full article]

Newest JD Power Customer Care Awards Released, T-Mobile Continues Last Place Run

With the newest JD Power study out and with T-Mobile taking another fourth place finish, there are two separate issues here. The first is taking fourth place and why with all the changes T-Mobile exec team has attempted to instill over the last six months internally, hasn’t the needle hasn’t moved at all? The second question is how on earth does T-Mobile lose out to AT&T? Save for Comcast, I’ve never dealt … [read full article]

The Best Of The Rest From Deutsche Telekom’s Investor Conference: LTE, Network Modernization, Customer Service

  Wow, what a day for T-Mobile, its employees, it’s customers and the promise for its future. Even with the iPhone and Value Plan announcements, there’s still more to cover from todays investor conference: Let’s talk LTE for a moment as T-Mobile’s CEO stated that coverage will expand to 100 million LTE pops for the first half of … [read full article]