CommunityCategoryPress Release

T-Mobile Nabs Fifth Win in a Row for J.D. Power Wireless Purchase Experience

February 20, 2020

Today, J.D. Power announced that T-Mobile has once again taken the top spot in their 2020 U.S. Wireless Purchase Experience Study - Volume 1 for full-service providers. This is the fifth win in a row for the Un-carrier!

The Un-carrier earns the top spot (again) from J.D. Power for Full-Service Performance demonstrating (again) that customers love shopping with T-Mobile.


What’s the news

T-Mobile scores another win for providing an excellent wireless customer purchasing experience in the latest J.D. Power 2020 U.S. Wireless Purchase Experience Full-Service Performance Study. And, just a few weeks ago, T-Mobile nabbed another record-breaking score in the J.D. Power 2020 U.S. Wireless Customer Care Full-Service Performance Study – Volume 1.

Why it matters

Consumers today want their shopping experiences to be tailored to them. In fact, more than 3 in 5 consumers look for a personalized experience when shopping in stores, online or over the phone.

Who it’s for

Anyone who thinks customer experience matters.


It’s good to be at the top. J.D. Power today announced that T-Mobile (NASDAQ: TMUS) has once again taken the top spot in their 2020 U.S. Wireless Purchase Experience Study - Volume 1 for full-service providers. This is the fifth win in a row for the Un-carrier. And, T-Mobile snagged the top spot in every factor of the study with better, faster, more personalized experiences for customers shopping online, in-store and on the phone.

“Everyone deserves an incredible customer experience. At T-Mobile, they get just that … year in, and year out, in stores, online or by phone … we are absolutely customer experience obsessed, and this latest win is further proof,” said John Legere, CEO of T-Mobile. “Hats off to our unbelievable retail, care and digital teams for making sure our customers get that rock star treatment, every time!”

T-Mobile ranked highest in overall satisfaction at 863 (on a 1,000-point scale), scoring significantly higher than the full-service industry average of 839 in the J.D. Power U.S. Wireless Purchase Experience Study. T-Mobile also ranked first in every factor in the study, including courteous and knowledgeable in-store and phone representatives, website, cost of service and offerings and promotions.

“Shopping at T-Mobile is unlike any other experience, and that’s a direct result of the driven and talented sales team, working ‘round the clock to keep our customers the happiest in wireless,” said Jon Freier, EVP of Consumer Markets at T-Mobile. “We’ve snagged the top spot in this J.D. Power study, five times in a row … this isn’t a flash in the pan, it’s an enduring laser-focus on our customers.”

In recent years, the Un-carrier has amped up investments to create improved, personalized retail, web and phone experiences for customers. The Un-carrier rebuilt its retail training and support programs, and redesigned to be more immersive and to connect the customer’s shopping experience between online, in-store and on the phone.  And earlier this month, T-Mobile earned a record-breaking high score in the J.D. Power 2020 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1 with the help of its revolutionary Team of Experts – a dedicated team to help customers whenever they call, message or go online.

For more information about T-Mobile’s J.D. Power rankings, visit

Follow T-Mobile’s Official Twitter Newsroom at @TMobileNews to stay up to date with the latest company news.



About T-Mobile US, Inc.
As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. Our advanced nationwide 4G LTE network delivers outstanding wireless experiences to 86 million customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit