T-Mobile & Metro by T-Mobile Nab J.D. Power’s Top Spots for Wireless Customer Care

February 06, 2020

Today, J.D. Power announced that T-Mobile has received a record-breaking highest score in the J.D. Power 2020 U.S. Wireless Customer Care Full-Service Study–Volume 1, for the fifth time in a row and the 19th time overall!

T-Mobile earns a record-breaking highest score (again) from J.D. Power for Full-Service Wireless Customer Care, marking the 19th time the Un-carrier has snagged the top spot. And, Metro by T-Mobile grabs the top spot among Non-Contract Full-Service providers.



What’s the news

T-Mobile has set another record high score in J.D. Power’s U.S. Wireless Customer Care Full-Service Performance Study. This is the 19th time the Un-carrier has ranked highest among full-service providers to set a new record-breaking score. And Metro by T-Mobile grabbed the top spot for non-contract providers.

Why it matters

Since launching Team of Experts, T-Mobile continues to set record score after record score for customer care satisfaction.

Who it’s for

Anyone who thinks customer experience matters.


New decade, still crushing it. J.D. Power today announced that T-Mobile (NASDAQ: TMUS) has received a record-breaking highest score in the J.D. Power 2020 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1, again. This marks the 19th time T-Mobile has ranked highest among full-service providers – more than anyone in the history of the study! And Metro by T-Mobile claimed the top spot, placing first in the J.D. Power 2020 U.S. Wireless Customer Care Non-Contract Performance Study — Volume 1 among Full-Service wireless providers.

“We launched Team of Experts in August 2018, and we’ve taken the top J.D. Power Wireless Customer Care spot every single time since — that’s no coincidence, it’s just proof that our game-changing customer-first model WORKS,” said John Legere, CEO of T-Mobile. “Team of Experts completely revolutionized Care, giving customers access to real humans, 24/7 … no bots, no bouncing, no BS. We’re the only ones doing customer care this way — the right way — and it’s no surprise we continue to outscore the competition over and over again!”

T-Mobile scored an 848 in the Study, that’s 43 points higher than the wireless industry average. And, the Un-carrier earned top scores in both Assisted Care and Unassisted Care, demonstrating T-Mobile customers are the most satisfied in wireless no matter how they prefer to reach their T-Mobile Care team… calling, texting, going online or heading to a store.  

“This incredible Care team has once again broken our own record! We’ve taken the top spot with J.D. Power EVERY TIME since launching Team of Experts. That’s not a coincidence … that’s a plan!” said Callie Field, EVP of Care at T-Mobile. “When you get the bots out of the way and connect customers to real customer-experience-obsessed people, like we did with Team of Experts, it’s an absolute game changer.”

In 2018, T-Mobile launched Team of Experts, a reinvigorated care experience for not just the wireless industry but for customer care organizations across the world. With a dedicated team of real people available to answer their call or message 24/7, Team of Experts promises no bots, no bouncing, and no BS. When a Magenta postpaid customer calls their T-Mobile Team of Experts, they know they will get a real person delivering real help, every time. It’s no surprise that T-Mobile delivers an unprecedented level of customer delight that’s unmatched among Full Service wireless providers. And the Un-carrier has the J.D. Power results to show it.

The J.D. Power results demonstrate a strong customer appreciation 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 well informed, clear communicators, courteous, prompt in responding and quick to resolve customer issues.

For more information about T-Mobile and the  J.D. Power 2020 U.S. Wireless Customer Care Full-Service Study—Volume 1, please visit: https://www.jdpower.com/business/ratings/industry/telecom.

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 84.2 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.