Bellevue, Wash. — Oct. 5, 2005
In the ever-changing world of wireless communications there is one factor that remains the same: T-Mobile continues to provide consumers with world-class service.
The latest demonstration comes as T-Mobile has once again earned highest honors in an independent national study. In the 2005 Wireless Retail Satisfaction Performance Study, released today by J.D. Power and Associates, T-Mobile ranked “Highest in Overall Customer Satisfaction with Wireless Retail Service in a Tie.” T-Mobile also earned highest honors in the same study in 2004.
Today’s honor continues to validate the outstanding service received by T-Mobile customers. In other 2005 J.D. Power and Associates studies, T-Mobile received highest-ranking honors for the following:
– In May, T-Mobile ranked highest in the 2005 Business Wireless Satisfaction Study. This study measured various factors that drive overall business wireless satisfaction, including sales representatives and account executives, billing, promotions and cost of service.
– In June, T-Mobile was the highest-ranking carrier in the 2005 Wireless Customer Care Performance Study, repeating its effort from 2004. This study provides a detail report card based on customer experiences over-the-phone with T-Mobile customer service professionals, in person at T-Mobile retail stores, and online at www.t-mobile.com.
– In August, T-Mobile tied for top honors in the Northeast and Southeast regions of the 2005 Wireless Call Quality Performance Study.
– In September, T-Mobile earned the highest rankings in all six national regions in the 2005 Wireless Regional Customer Satisfaction Index Study (tied in Northeast, Mid-Atlantic, West and North Central regions). This was the second consecutive year for T-Mobile to receive an award in all six regions of the study.
“T-Mobile aims to provide customers with a rich and accommodating retail experience that exceeds expectations, and is second-to-none in the industry,” said John Carney, senior vice president of Sales for T-Mobile USA, Inc. “It’s through the hard work and training of our dedicated frontline employees that we’re able to accomplish this, and continue to earn the satisfaction of our customers.”
According to the findings released today, T-Mobile was higher than the industry average in all four key categories:
Sales Staff – The highest-ranking factor, T-Mobile was called out for its excellent work in “accuracy recorded by salesperson” and in the “length of time to complete the purchase transaction.”
Store Display – T-Mobile was higher than average in the four attributes listed, especially in “availability of additional incentives” and “offering rebates for service plans.”
Store Facility – T-Mobile was higher than the industry average in all five attributes of this category, especially in “offers full range of phones” and “internal/external appearance.”
Price/Promotion – T-Mobile was higher than the average in all four attributes, especially in “availability of additional incentives” and “offering rebates for service plans.”
More information about the J.D. Power and Associates study can be found at www.jdpower.com.
Lindsay Morio
T-Mobile USA Media Relations
425-383-4002
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.