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 sales reps, visits to a brick and mortar retail store, and online. The customer satisfaction ranking takes into account six factors, which are (in order of importance) store sales rep, website, offers and promos, phone sales rep, store facility, and cost of service.


In the JD Power report, AT&T scored the highest for wireless phone purchase experience among the four major US carriers, earning a score of 813 out of 1,000. T-Mobile was right on AT&T’s heels, though, earning score of 812. Verizon came in third with a score of 797, while Sprint finished fourth with 784 points.


Flipping over to the prepaid side of things, MetroPCS finished in fifth place with a score of 787 out of 1000. TracFone won out in the prepaid category with 802 points, while Virgin Mobile earned 796 points, Cricket got 795, Boost Mobile had 792, Straight Talk earned 775, and Net10 brought up the rear with 764 points.

Other tidbits included in today’s JD Power report include the finding that the average out-of-pocket price paid for phones has grown by $31 (to $276), which JD Power attributes to the move from subsidized phones to EIPs as well as the launch of new flagship phones like the iPhone 6s and Samsung Galaxy S6. Despite the price increase, the average customer satisfaction when buying from the major US carriers grew 6 points from the 2015 Vol. 2 report to finish at 803. JD Power attributes the increase to carriers offering larger data plans, including unlimited rates, which “help to increase a customer’s perception of added value considerably.”

T-Mobile has won the past couple of JD Power customer care awards, and while it didn’t come in first place in this wireless purchase experience study, it did come about as close as you can to winning without actually winning. To check out the full JD Power report for yourself, hit up the link below.

Source: JD Power

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  • Ordeith

    Unless you are interested in excellent alternative OS offerings anyway. T-Mobile loves duopolies.

    • x

      People forget that T-Mobile wanted to merge with the Death Star and that Legere worked for that same Death Star.

      • gmo8492

        Legere also worked with Sprint’s former CEO, but what does that have to do with article. It wasn’t that they wanted to merge, but their parent company wanted to cash in on their investment. Keep bringing in irrevelant arguments.

        • x

          I’m expanding on the duopoly comment.

        • SirStephenH

          Huh? Still irrelevant. If T-Mobile and AT&T had merged then there would still be THREE carriers, hardly a duopoly.

    • itguy08

      I be;ire T-Mobile sells Blackberries.

      If you’re referring to that Dead platform Windows Mobile, good luck. Lot share once again and is a hair over 1%. MS needs to put a fork in it, cause it’s done.

      • Ordeith

        Blackberry is just another crappy Android me too company these days.

        By your derision of an excellent alternative I surmise you are also a duopoly fanatic that hates real choice.

        Why don’t you just jump to ATT or Verizon and live the dream?

        • itguy08

          No, I want what works. Windows Mobile is garbage and always has been. If that means the choice of 2 then fine.

          What OS runs your computer? If not Linux then you FAIL and are “a duopoly fanatic that hates real choice.”

        • Ordeith

          Just another naive nincompoop that enjoys Google’s rape of their data and compromised privacy.

          That you think the rather excellent Windows Mobile is garbage only reinforces that conclusion.

          I have nothing against Linux or OSX. Or the people that use them. Why is choice such a problem for you?

        • itguy08

          So if you have nothing against Linus or OS X why don’t you run them? Do you support a singular source for your OS? Guess the emperor has no clothes. Or you are a hypocrite.

          Blackberry (BB10) is a decent OS. Windows Mobile is not. Firefox OS also shoes promise and to a lesser extent TIzen. You seem butthurt that a junk OS from Microsoft is failing.

          Oh and I’m not an Android user so your rant about Google does not apply. But it is interesting that they support Apple’s privacy fight where your precious Microsoft is absent.

        • Ordeith

          It is interesting that you buy into Google’s hollow lip service, especially after it was already revealed they supply data to the NSA directly from their data centers “at network speed”. Meanwhile Microsoft is actually in litigation with the government on a number of fronts with regard to privacy protections.

          Your ignorance is astounding.

        • itguy08

          As is your ignorance. Read up on Bill Gates’ (Still has a large role at MS) thinks about your privacy and getting your information. Hint: He thinks it’s OK.

        • Ordeith

          You think Bill Gates is bad, then you learn about Eric Schmidt. You’re stuck in the past and consequently missing the real threat.

        • itguy08

          Denial is not only a river in Egypt.

          Like I said I don’t use Android and don’t use many Google services.

  • Ascertion

    Just basing off my experience,

    I was required to buy a new $15 sim card when I already brought my own (from the $1 sale.)
    I was lied into purchasing a more expensive phone because the sales rep said I was required to finance a device instead of buying a cheapo phone for ETF reimbursement.
    And they added PHP insurance to one of my lines when I specifically told them not to.

    Everything else was easy, I guess but I always despise going to a cellphone store because of crap that’s listed above. Of course, even with those bullets listed, it’s still miles above Sprint’s customer service in their corporate/reseller stores.

    • Kaulana1989

      I would talk to customer care and get a big credit deception at the store I would demand a hundred dollars off your bill or you tell them you’re leaving

      • Guest

        That will only get A representative to not want to help you and stick to the rules of the return policy at business.

        I would first ask to politely speak to a manger at the store you want to or if they are being unreasonable try another local corporate store. If that doesn’t work call customer care about the issue.

        No one wants to help a hot head…

        • Kaulana1989

          Trust me it works I have used before plenty of times when I was with sprint I’m with T-Mobile now I have $700 credits to my account I don’t have to pay my bill for many months plus they gave me a $400credit for switching from Sprint

    • patt

      You don’t need to. Call customer service asap and have them credit it.

    • vinnyjr

      Any time you feel you have been taken advantage of simply call Customer Assistance and ask for the Manager. You will always be treated fairly. I have always been treated fairly by T-Mobile and being with all the other Carriers I can say the worst was Verizon.

      • Ascertion

        I’m about to port two more people from my Sprint plan to T-Mobile. If anything goes sour again I’ll definitely give them a call.

    • Hello

      you bought a sim card online for $1! What does that have to do w/ going to the store and buying there? your online code is for ONLINE and not in store. Employees cannot waive the Sim Starter Kit in store.
      And don’t start bashing me because you don’t like my honest answer!

      • Ascertion

        What’s the point of buying a sim starter kit if I already have an unused sim? It’s as obvious as competitor’s activation fees that they just charge it to boost revenue. It should not be required.

        • tony

          dont forget sprint and others charge $45 activation fee.

        • Ascertion

          Sprint is now making it a maximum of $60 per transaction. (Even if you move a family of 10.) But even that is still a ridiculous fee, considering sim cards cost $0.10 to make, if even.

      • Kaulana1989

        Yeah I’ve got 4 SIM cards for free at the store they waive it just talk to customer care of before you walk in they even gave me credit when they thought they charge me I took the free credits

  • Philip

    Tmobile need to say no to $15 for the SIM card. It is included inside the box on every new phone purchase.

    • guest

      Greedy becoming they. Yep.

    • Kaulana1989

      I have got six sim card from T Mobile for free it’s all about who you talk to yes I am they gave me credits when they did not deliver on time because they use UPS Mail Innovations and that takes over 20 days to get delivered to Hawaii they gave me like a $32 credit on top of the free sim cards

    • Kaulana1989

      Sim cards need be free when you need to get a new one just talk to customer care and have them make it free like I do pick it up at the store

    • Angel

      In my case I’ve never had to pay for one. Not only eveytime I’ve change my phone. But a few months back I had a protection plan replacement. When the guy at the store saw my SIM, which was all scratch up, he told me my SIM was ugly, with nicer words. And put a new one on the device I got. No charge. But yeah they probably suppose to charge. But most rep there neglect too if that’ll make the consumer happy.