T-Mobile finishes first in J.D. Power customer care report for 18th time


J.D. Power’s latest report on U.S. carrier customer care is out, and T-Mobile has come out on top once again.

In its 2019 U.S. Wireless Customer Care Performance Study – Volume 2 report, T-Mobile beat out the other major U.S. carriers with a score of 847 points out of 1000. That beats the 833 points that T-Mo got in J.D. Power’s first 2019 customer care report that came out in January, and it marks the 18th time that T-Mo has come out on top in J.D. Power’s customer care rankings for full-service carriers.

Verizon came in second in J.D. Power’s new customer care report, scoring 824, while AT&T and Sprint put up scores of 788 and 758, respectively.


“Any company can say they put customers first, but it takes a culture of complete customer experience obsession to drive record-breaking wins in Care, time and time again,” said T-Mobile CEO John Legere. “Our incredible Team of Experts delivers an absolutely unmatched customer experience, and the numbers don’t lie…record-low customer churn and our best Q2 customer numbers in years! We’re smashing records, and it’s all for our customers… and you better believe, we won’t stop.”

Looking at prepaid carriers, Metro by T-Mobile finished second with a score of 822 points out of 1000. Cricket finished first with 829 points, while Boost Mobile and Virgin Mobile score 815 and 764 points, respectively.


J.D. Power’s customer care study is based on responses from 12,467 consumers who contacted their carrier’s customer support within the past three months. It evaluates customer care experiences across phone customer service reps, in-store contact, online chat, email, social media posts, carrier app questions, automated telephone systems, website search, social media search, user forums, videos from the carrier, and carrier app search.

When was the last time you contacted T-Mobile’s customer support? How did it go?

Source: J.D. Power

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