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]
In what can only be described as another bit of disappointing news out of JD Powers, T-Mobile has gone from first to last in the overall purchase experience index ratings. The study evaluates the three channels of contact with a wireless carrier: “phone calls with sales representatives; visits to a retail wireless store; and on the Web. Overall customer satisfaction with both full-service and non-contract branded carriers is based on six factors … [read full article]
While we’ve expressed some concerns regarding the overall direction we feel T-Mobile’s customer service has taken in recent months, JD power has seen fit to award them top honors in the Wireless Purchase Experience category. Coming in with an overall score of 755 out of a 1,000 point scale T-Mobile tied with frienemy Sprint for the top honor. The award rates a wireless purchase experience based on any one of three contact … [read full article]
