T-Mobile and Customer Care Just Go Together


It seems like once again T-Mobile stands alone tied for the highest ranking among those tested in the J.D. Power and Associates 2009 Wireless Customer Care Performance Study.  This honor has been received by T-mobile nine, with only two ties, out of the last 10 customer care studies.  The study showed that:

  • T-Mobile ranked highest in a tie among all wireless providers in Overall Customer Care Performance and was significantly ahead of the industry average.
  • T-Mobile ranked highest among all wireless carriers and significantly above the industry average for customer interactions that start with the Automated Response Systemand transfer to a live customer service representative.
  • T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times and having sufficient knowledge to address customer needs. (lets just forget about that whole Touch Pro 2 fiasco, shall we?)

John Birrer, senior vice president of customer service, had this to say:

“We’re excited to be named one of the wireless industry’s highest ranked customer service providers for the ninth time. This award demonstrates that we’re focusing on the right things to offer our customers the best possible experience.  Within this increasingly competitive industry, we are always looking for new and innovative ways to improve that experience. Our entire T-Mobile team is committed to helping customers realize the full potential of our devices, network, plans and services.”

Give it up to continuing excellence in customer service in the comments!