T-Mobile Given Highest Customer Satisfaction Rankings in All Regions Surveyed
Results from Independent Study Reflect T-Mobile's Get More® Commitment to Customers
BELLEVUE, Washington - 09/09/2004 — Today the J.D. Power and Associates 2004 U.S. Wireless Regional CSI Studysm showed T-Mobile USA to be a leader in customer satisfaction by obtaining the highest rankings in all six regions surveyed. T-Mobile was declared the standalone award recipient in customer satisfaction for the Southwest and Southeast regions and shared the highest ranking with another wireless carrier in the remaining 4 regions. The top rankings in customer satisfaction for T-Mobile from J.D. Power and Associates reflect T-Mobile's ongoing commitment to provide customers with superior service and value for their money.
"T-Mobile is proud to be the first and only carrier to receive the highest ranking in customer satisfaction from J.D. Power and Associates in all six regions surveyed," said Robert Dotson, President and Chief Executive Officer, T-Mobile USA. "Customer satisfaction is T-Mobile's highest priority and is reflected in our employees' daily commitment to service, in every customer interaction and with every customer service experience."
The study found the wireless Industry overall improved its CSI ranking by 5 points over last year; T-Mobile achieved highest rankings in all six regions surveyed by doubling the industry's CSI improvement points.
The 2004 J.D. Power and Associates Wireless Regional CSI Studysm is based on responses from 21,700 interviews. J.D. Power and Associates measures customer satisfaction based on 42 specific service-related issues grouped into six key areas that impact overall carrier performance. These are (in order of importance): call quality (26%); customer service (17%); service plan options (17%); brand image (14%); cost of service (14%); and billing (12%). Carriers are ranked in six regions in the United States.
More information about the J.D. Power and Associates study can be found at www.jdpower.com.
About T-Mobile USA Inc.
Based in Bellevue, Wash., T-Mobile USA, Inc. is a member of the T-Mobile International group, the mobile telecommunications subsidiary of Deutsche Telekom AG (NYSE: DT). T-Mobile operates the largest GSM/GPRS 1900 voice and data network in the country, reaching over 253 million people including roaming and other agreements. In addition, T-Mobile operates the largest carrier owned Wi-Fi wireless broadband network in the country, available in more than 4,700 public access locations including Starbucks coffeehouses, Borders Books and Music, FedEx Kinko's Office and Print Centers, Hyatt Hotels and Resorts, airports and selected American Airlines Admirals Clubs, Delta Air Lines Crown Rooms, United Airlines Red Carpet Clubs and US Airways Clubs. Through its Get More® promise, T-Mobile provides customers with more minutes, more features and more service. For more information, visit the company web site at www.t-mobile.com.
Contact Information
Media Relations
T-Mobile USA
425-378-4002
mediarelations@t-mobile.com