T-Mobile Customer Care Secures J.D. Power’s Top Spot with Record-Breaking Score – AGAIN

August 01, 2019
For the 18th time, the Un-carrier snags the wireless industry’s highest score from J.D. Power for Wireless Customer Care, breaking its own record again! And, Metro by T-Mobile lands among the top in the Non-Contract providers study. 



What’s the news

T-Mobile is at the top yet again, receiving the highest score from J.D. Power for U.S. Full-Service Wireless Customer Care – a full 41 points higher than the industry average! 

Why it matters

Customers deserve incredible care. This is the fourth time in a row that T-Mobile lands the number one spot, the second time to have a record-breaking score, and the 18th time it ranks highest among full-service providers. The Un-carrier earned top honors more times than any other wireless provider in the history of the study.

Who it’s for

Anyone who wants to experience the highest rated customer care in wireless. Life is better at T-Mobile!


Four score! J.D. Power today announced that T-Mobile (NASDAQ: TMUS) has received the highest score in the J.D. Power 2019 U.S. Wireless Customer Care Full-Service Study—Volume 2—for the fourth time in a row! And Metro by T-Mobile also ranked highly, placing second, in their respective Non-Contract Full-Service segment for Overall Customer Care. This is T-Mobile’s second time delivering a record-breaking score (breaking its own record!) and marks the 18th time T-Mobile ranks highest among full-service providers. The Un-carrier has topped the rankings more than any other wireless provider in the history of the study. And that means Un-carrier customers WIN. Again…and again…and again. And again.

“Any company can say they put customers first, but it takes a culture of complete customer experience obsession to drive record-breaking wins in Care, time and time again," said John Legere, CEO of T-Mobile. “Our incredible Team of Experts delivers an absolutely unmatched customer experience, and the numbers don’t lie…record-low customer churn and our best Q2 customer numbers in years! We’re smashing records, and it’s all for our customers… and you better believe, we won’t stop.”

T-Mobile scored an 847 in the Study, that’s 41 points higher than the wireless industry average, and 8 points higher than its previous record-breaking score. And, the Un-carrier scored highest in both Assisted Care and Unassisted Care, so its customers are the most satisfied in wireless whether reaching Care in-store, by phone, message or self-serving via the website.

One year ago, T-Mobile completely reinvented customer care with the launch of Team of Experts nationwide, and it’s no surprise that the Un-carrier delivers an unprecedented level of customer delight that’s absolutely unmatched among Full Service wireless providers. T-Mobile Team of Experts puts customers first with a dedicated team to answer their call or message with no bots, no bouncing and no BS.

And customers love Team of Experts. T-Mobile posted all-time record-low postpaid churn of 0.78% in Q2…that means more Un-carrier customers know a good thing when they’ve got it and are staying with magenta. T-Mobile also boasts a Net Promoter Score – that’s a measure of likelihood to recommend a brand and customer loyalty – up 10 points year over year1.

The J.D. Power results show a clear customer affinity for the T-Mobile care experience, whether it be on the phone, in-store, via online chat or easily navigating self-serve options. And while self-service options like the T-Mobile App and MyTMobile.com make life easier, T-Mobile Team of Experts got high marks for being knowledgeable, courteous, clear in their communication and quick to resolve customer issues.

For more information about T-Mobile and the  J.D. Power 2019 U.S. Wireless Customer Care Full-Service Study—Volume 2, please visit www.jdpower.com/business/ratings/industry/telecom


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1T-Mobile internal tracking data

Team of experts is for our postpaid wireless customers.

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 83.1 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 https://www.t-mobile.com.