For the Third Consecutive Reporting Period, Customers Confirm T-Mobile as the Leader in Customer Care
Bellevue, Wash. — Jan. 25, 2006
Once is nice. Twice is a trend. But three times is more than a charm; it’s a firmly established reality.
T-Mobile provides top customer service in the wireless industry.
This is demonstrated once again as T-Mobile USA, Inc. today announces it has topped the J.D. Power and Associates’ Wireless Customer Care Performance Study for the third-straight reporting period.
“Putting the customer first is not just what we say, it’s what we do, and it’s the fabric of who we are at T-Mobile,” said Sue Nokes, senior vice president of Customer Service for T-Mobile USA. “We always have, and always will, focus on providing our customer service and sales professionals with the training and tools needed to create the best possible service experience. Our customers have spoken and the highly respected J.D. Power and Associates study results confirm that we are focused on the things that matter most to customers.”
The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service professionals; in-person at T-Mobile retail stores; and online at www.t-mobile.com. The study notes:
- T-Mobile ranked higher than all its competitors according to results of the study, which was conducted during two separate periods in 2005. T-Mobile also rated above the industry average in all phases of customer care.
- In direct dealings with Customer Service Representatives, T-Mobile scored higher than the industry average in eight of the nine variables. When judging Automated Response Systems, T-Mobile was rated higher than the industry average in all seven attributes surveyed.
- T-Mobile was the highest-rated company in the Walk-In segment of the study, with a substantial advantage over all other carriers in the lesser amount of time consumers said they were required to wait before receiving service.
“I’m proud of everything we’ve been able to accomplish over the years, from customer growth to increased and improved coverage,” Nokes added. “But I’m most proud to meet and speak with customers, and hear the positive stories of how they’ve been treated.”
The 2006 Wireless Customer Care Performance Study is based on responses from greater than 11,500 wireless customers. Interviews were conducted in June and October 2005.
Last year, T-Mobile received the highest honors in J.D. Power and Associates studies measuring Business Wireless Satisfaction and overall Customer Care Performance. T- Mobile was also the highest-ranking carrier in the 2005 U.S. Wireless Regional Customer Satisfaction Index Study in all six geographic regions, four in a tie. And T-Mobile was tied for top honors in the Northeast and Southeast regions of the Wireless Call Quality Performance Study. And T-Mobile also tied for top honors for Wireless Retail Satisfaction.
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.