An Independent Study Keeps T-Mobile at the Top of the Pack in a Tie for Superior Customer Service
Bellevue, Wash. — Aug. 13, 2009
T-Mobile USA, Inc. has once again achieved the highest ranking in a tie for the J.D. Power and Associates 2009 Wireless Customer Care Performance StudySM – Volume 2. Since 2004, T-Mobile has received the highest ranking, including two ties, in nine of the last 10 Customer Care Performance Studies conducted by J.D. Power and Associates.
“We’re excited to be named one of the wireless industry’s highest ranked customer service providers for the ninth time. This award demonstrates that we’re focusing on the right things to offer our customers the best possible experience,” said John Birrer, senior vice president of customer service, T-Mobile USA. “Within this increasingly competitive industry, we are always looking for new and innovative ways to improve that experience. Our entire T-Mobile team is committed to helping customers realize the full potential of our devices, network, plans and services.”
The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service professionals, through an Automated Response System (ARS), in-person at T-Mobile retail stores and online at http://www.T-Mobile.com. The study shows:
- T-Mobile ranked highest in a tie among all wireless providers in Overall Customer Care Performance and significantly ahead of the industry average.
- T-Mobile ranked highest among all wireless carriers and significantly above the industry average for customer interactions that start with the Automated Response System (voice-prompted assistance) and transfer to a live customer service representative.
- T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times and having sufficient knowledge to address customer needs.
The 2009 Wireless Customer Care Performance Study – Volume 2 is based on responses from 12,410 wireless customers. Online interviews were conducted between January and June of 2009.
More information about J.D. Power and Associates studies 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.