An Independent Study Confirms T-Mobile as a Leader in the Wireless Industry in Providing Quality Customer Care
Bellevue, Wash. — Feb. 4, 2009
T-Mobile USA, Inc. achieved the highest ranking in the J.D. Power and Associates 2009 Wireless Customer Care Performance StudySM – Volume 1. Survey results show T-Mobile ranked higher than all of its competitors for overall customer care performance.
Since 2004, T-Mobile has achieved the highest ranking in seven of the past eight Customer Care Performance Studies conducted by J.D. Power.
“This award reflects our customers’ opinions of their experience with T-Mobile. Customer opinions are the most important measurement we have of the service we provide,” said John Birrer, senior vice president of customer service, T-Mobile USA. “Every T-Mobile employee is focused on serving and delighting our customers whether it’s over the phone, in the store or online. We will continue to strive to earn our customers’ high regard in everything we do.”
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 www.t-mobile.com. The study shows:
- T-Mobile ranked highest among all wireless providers in Overall Customer Care Performance, above all its competitors and significantly ahead of the industry average.
- In interactions between consumers and customer care representatives, T-Mobile ranked significantly above the industry average.
- T-Mobile ranked highest in online customer service and walk-in interactions at retail stores.
- T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times.
The 2009 Wireless Customer Care Performance Study – Volume 1 is based on responses from 13,423 wireless customers. Online interviews were conducted between July and December 2008.
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.