Results from Independent Study Reflect T-Mobile’s Get More® Commitment to Customers
Bellevue, Wash. — Sep. 9, 2004
Today the J.D. Power and Associates 2004 U.S. Wireless Regional CSI Studysm showed T-Mobile USA to be a leader in customer satisfaction by obtaining the highest rankings in all six regions surveyed. T-Mobile was declared the standalone award recipient in customer satisfaction for the Southwest and Southeast regions and shared the highest ranking with another wireless carrier in the remaining 4 regions. The top rankings in customer satisfaction for T-Mobile from J.D. Power and Associates reflect T-Mobile’s ongoing commitment to provide customers with superior service and value for their money.
“T-Mobile is proud to be the first and only carrier to receive the highest ranking in customer satisfaction from J.D. Power and Associates in all six regions surveyed,” said Robert Dotson, President and Chief Executive Officer, T-Mobile USA. “Customer satisfaction is T-Mobile’s highest priority and is reflected in our employees’ daily commitment to service, in every customer interaction and with every customer service experience.”
The study found the wireless Industry overall improved its CSI ranking by 5 points over last year; T-Mobile achieved highest rankings in all six regions surveyed by doubling the industry’s CSI improvement points.
The 2004 J.D. Power and Associates Wireless Regional CSI Studysm is based on responses from 21,700 interviews. J.D. Power and Associates measures customer satisfaction based on 42 specific service-related issues grouped into six key areas that impact overall carrier performance. These are (in order of importance): call quality (26%); customer service (17%); service plan options (17%); brand image (14%); cost of service (14%); and billing (12%). Carriers are ranked in six regions in the United States.
More information about the J.D. Power and Associates study can be found at www.jdpower.com.
T-Mobile USA Media Relations
About T-Mobile USA, Inc.
Based in Bellevue, Wash., T-Mobile USA, Inc. is the U.S. wireless operation of Deutsche Telekom AG. By the end of the first quarter of 2010, approximately 150 million mobile customers were served by the mobile communication segments of the Deutsche Telekom group – 33.7 million by T-Mobile USA – all via a common technology platform based on GSM and UMTS, the world’s most widely used digital wireless standards. T-Mobile USA’s innovative wireless products and services help empower people to connect to those who matter most. Multiple independent research studies continue to rank T-Mobile among the highest in numerous regions throughout the U.S. in wireless customer care and call quality. For more information, please visit http://www.T-Mobile.com. T-Mobile is a federally registered trademark of Deutsche Telekom AG.