T-Mobile Rocks the Top Spot for J.D. Power Wireless Purchase Experience Yet Again

August 15, 2019

Hot on the heels of taking the top spot for best customer care for full-service providers earlier this month, T-Mobile has once again been ranked highest for providing an excellent customer purchasing experience in the J.D. Power

The Un-carrier once again ranks No. 1 for full-service performance as customers love shopping with T-Mobile the most – in stores, online and by phone

What’s the news

T-Mobile has once again been ranked highest for providing an excellent customer purchasing experience in the J.D. Power U.S. Wireless Purchase Experience Full-Service Performance Study – Volume 2.  This is hot on the heels of the Un-carrier also taking the top spot for best customer care for full-service providers earlier this month.

Why it matters

Shopping today is anything but therapeutic. A fifth of US consumers says shopping in stores is stressful, and more than 1 in 10 experience high levels of stress shopping online.

Who it’s for

Anyone who calls, visits online or steps foot in a T-Mobile store. 


Shop at the top. J.D. Power today announced that T-Mobile (NASDAQ: TMUS) once again leads the pack, earning the highest scores in their 2019 U.S. Wireless Purchase Experience Study - Volume 2 for full-service providers. And Metro by T-Mobile is among the top ranked for non-contract full-service providers, claiming the second spot in their respective study. This is the fourth win in a row for the Un-carrier. That means T-Mobile has consistently been in the #1 spot for two years straight!

And T-Mobile isn’t just tops in purchase experience. Earlier this month, the Un-carrier notched a record-breaking high score in the  J.D. Power 2019 U.S. Wireless Customer Care Full-Service Study—Volume 2. T-Mobile has consistently been ranked #1 by J.D. Power for both purchase experience and customer care four times in a row!

“At T-Mobile, we are utterly unapologetically customer-experience obsessed, and it shows,” said John Legere, CEO of T-Mobile. “We’ve invested where it counts – in our customers – and widened the gap in both care and purchase experience. But we’re not satisfied watching the carriers shrink in the rear-view mirror…our feet are firmly on the gas and we won’t stop until we have the best customer experience, period. In any industry.” 

The J.D. Power U.S. Wireless Purchase Experience Study - Volume 2 assesses wireless providers on everything from courtesy and knowledge of in-store and phone reps, to website ease of use, to cost of service. In the study, T-Mobile ranked highest in overall satisfaction at 864 (on a 1,000-point scale) – improving on its top score from the January study and increasing the delta even further between T-Mobile and the nearest competitor.

Over the last few years, T-Mobile has made significant investments in the retail and care customer experiences, to better serve its growing customer base…and it shows. The company took its revolutionary Team of Experts care model nationwide a year ago, completely reinventing customer care, putting customers first with a dedicated team to answer their call or message with no bots, no bouncing and no BS. And, T-Mobile has expanded its retail footprint from 3,600 stores to over 5,300 over the past few years, taking the company’s retail presence from last place to second only to the nation’s largest wireless company.

As a result of its customer experience obsession, the Un-carrier has made it routine to score significantly higher than the industry average in the study. T-Mobile ranked first across the board, including cost of service, offers and promotions, courteous and knowledgeable phone and retail sales representatives, website and stores.

For more information about T-Mobile and Metro by T-Mobile’s J.D. Power rankings, visit www.jdpower.com/business/ratings/industry/telecom.


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.