T-Mobile Sets a Standard for Wireless Retail Service

May 09, 2007

Bellevue, Wash. — May. 10, 2007

To experience the top-notch wireless retail service, there’s only one place to go – T-Mobile.

For the fifth consecutive reporting period, T-Mobile USA, Inc received the highest ranking in the J.D. Power and Associates Wireless Retail Sales Satisfaction Performance Study. In the Volume 1 results announced today, T-Mobile ranks “Highest in Overall Customer Satisfaction with Wireless Retail Service.”

T-Mobile has received the highest ranking in every J.D. Power wireless retail service study over the past three years, tying in 2005.

“Our fifth consecutive award in this study is a credit to our frontline retail employees and their dedication to creating the highest customer retail experience possible,” said Bonita Inza, vice president of Retail Sales and Operations at T-Mobile USA. “Our goal is to not only be recognized as the best in the wireless industry, but among the best of all retail companies.”

According to today’s study results, T-Mobile is the only national carrier to rank significantly above the industry average in overall retail performance. In the four key factors used to determine overall performance, the following attributes were noted:

  • Sales staff.T-Mobile was rated significantly higher in all areas, including: Courtesy and friendliness of salesperson; Promptness in assisting customer; Knowledge of service plan, cell phones and features; and time to complete entire purchase.
  • Store display. T-Mobile was significantly higher than the industry average in product/service information, ease of use of display/booth, and clarity of displays/information.
  • Store facility. T-Mobile ranked significantly higher than the industry average in convenience of store hours.
  • Price/promotion. T-Mobile was significantly higher than the industry average in the three attributes measured: availability of price/product incentives, rebates offered on phones/accessories, and rebates offered on service plans.

Today’s award is just the latest demonstrating T-Mobile’s commitment to quality customer service. Earlier this year, T-Mobile also received highest-ranking accolades in the following J.D. Power and Associates Wireless Customer Care Performance Study – Volume 1; as well as the Wireless Region Customer Satisfaction Index Study – Volume 1.

Results were based on more than 7,200 Web Internet survey interviews conducted in September, 2006 and January, 2007.

More information about the J.D. Power and Associates study can be found at www.jdpower.com/telecom.

Lindsay Morio

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.