T-Mobile may not have the most subscribers or widespread coverage when compared to some of the other national carriers, but what they've always been known for is great customer service. T-Mo proved that again today, as J.D. Power and Associates announced that T-Mobile was the only carrier to earn the highest ranking in their 2010 Wireless Customer Care Performance Study. The study surveyed 9,690 wireless customers that contacted customer support some time in the past six months. Congratulations, T-Mobile, on being the highest ranked carrier in "Overall Customer Care Performance." You can check out the press release below.
This news is great for T-Mobile, and when you look at T-Mobile's customer care in the past, it's unsurprising, as well. I remember an instance about a year ago where T-Mobile had some service failures that affected some unlocked, non-T-Mobile devices, most notably the iPhone. Even though T-Mo doesn't sell the iPhone, they still supported customers using the device and offered them a credit on their service. Keep up the great work, T-Mobile!
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 Service
BELLEVUE, 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.