Independent Study by J.D. Power and Associates Gives T-Mobile Top Honors for Superior Customer Service
Bellevue, Wash. — Jul. 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 https://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.
T-Mobile USA Media Relations