Once Again, T-Mobile Ranks Highest in JD P&A Customer Service Survey
Are we surprised anymore? Quarter after quarter, J.D. Power and Associates surveys a number of cell phone users in America (9,690 to be exact this volume) on how satisfied they are with their carrier’s customer service (they had to have come in contact with retail sales associates in stores or over the phone in the past 6 months). T-Mobile’s long been at the top of that list, and they’re enjoying the honor again this morning so we can enjoy another three months of ads highlighting that.
Here are some of the accolades they continued to rack up in more detail:
- T-Mobile is the sole highest-ranked among all wireless providers in Overall Customer Care Performance, and significantly above the industry average.
- In direct interactions with customer service representatives, T-Mobile scores higher than any other wireless provider.
- On calls that began with the ARS and transferred to a customer service representative, T-Mobile leads all wireless providers.
- For customers walking into a retail store for service, T-Mobile scores above industry average.
If my personal experiences are anything to go by when I was with T-Mobile ever since I was a young teen (I left for Sprint this past June), then they definitely deserve it. They’re efficient, polite, and – if you’re a “loyalty” customer of theirs – they nearly treat you like royalty. I’m not just saying that, either, because their customer service made it very hard for me to leave them. They were one of the first supporters of Android, and while I was more advanced than your average T-Mobile G1/Android customer, I can tell they really cared about the platform and made a strong effort to train employees on the OS to make sure other users weren’t left in the dark. All that said, we wish them the best as they continue to please millions of their customers at the point of sale and support.
Customers Rank T-Mobile USA Highest
In Wireless Customer Service
Independent Study by J.D. Power and Associates Gives T-Mobile
Top Honors for Superior Customer ServiceBELLEVUE, Wash. —July 29, 2010 — T-Mobile USA, Inc. continues to earn accolades for its dedication to providing customers with superior service. J.D. Power and Associates today announced that T-Mobile was the sole wireless carrier to earn the highest ranking in their 2010 Wireless Customer Care Performance StudySM — Volume 2.
“We are honored to be recognized as the wireless industry’s highest ranked customer service provider,” says Brian Brueckman, group vice president, customer service, T-Mobile USA. “This award is a reflection of our frontline employees’ commitment to customer delight as well as our entire organization’s focus on helping customers realize the full potential of our great products and services.”
Today’s honor continues to demonstrate T-Mobile’s commitment to providing an outstanding customer experience. The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service representatives, through an automated response system (ARS), in person at T-Mobile retail stores and online at http://www.t-mobile.com. The study shows the following:
T-Mobile is the sole highest-ranked among all wireless providers in Overall Customer Care Performance, and significantly above the industry average.
In direct interactions with customer service representatives, T-Mobile scores higher than any other wireless provider.
On calls that began with the ARS and transferred to a customer service representative, T-Mobile leads all wireless providers.
For customers walking into a retail store for service, T-Mobile scores above industry average.The 2010 Wireless Customer Care Performance Study – Volume 2 is based on responses from 9,690 wireless customers who had a customer care experience within the past six months. Online interviews were conducted between January and June of 2010.
Recent recognition of T-Mobile’s customer service excellence also extends to its retail customer experience. Earlier this year, T-Mobile received the highest ranking for retail customer satisfaction in the J.D. Power and Associates 2010 Wireless Retail Sales Satisfaction StudySM — Volume 1.
More information about J.D. Power and Associates studies can be found at http://www.jdpower.com.
About T-Mobile USA, Inc.
Based in Bellevue, Wash., T-Mobile USA, Inc. is the U.S. wireless operation of Deutsche Telekom AG. By the end of the first quarter of 2010, approximately 150 million mobile customers were served by the mobile communication segments of the Deutsche Telekom group — 33.7 million by T-Mobile USA — all via a common technology platform based on GSM and UMTS, the world’s most widely used digital wireless standards. T-Mobile USA’s innovative wireless products and services help empower people to connect to those who matter most. Multiple independent research studies continue to rank T-Mobile among the highest in numerous regions throughout the U.S. in wireless customer care and call quality. For more information, please visit http://www.T-Mobile.com. T-Mobile is a federally registered trademark of Deutsche Telekom AG.# # #