Company Honored With Fifth Consecutive Award
BELLEVUE, Wash. — Aug. 15, 2011
T-Mobile USA, Inc. continues its streak of recognition for excellence in customer sales satisfaction with the fifth consecutive highest ranking in J.D. Power and Associates 2011 U.S. Full-Service Wireless Purchase Experience StudySM—Volume 2, where the company ranked highest in a tie in customer satisfaction among full-service wireless carriers with a score of 755, performing particularly well in the cost of service factor.
Now in their eighth year, the semiannual studies have been expanded in 2011 to collect evaluations from customers who recently had a wireless purchase experience using any of three contact methods: telephone calls with sales representatives; visits to a retail wireless store; and on the Web. Overall customer satisfaction with both full-service and non-contract branded carriers is based on six factors (in order of importance): store sales representative; website sales; phone sales representative; store facility; offerings and promotion; and cost of service.
“I’m extremely proud of the high-quality experience our frontline provides customers every day,” said Jim Alling, Chief Operations Officer. “While a good offer drives customers to T-Mobile, it’s up to our frontline teams in all channels to make the sale. Being friendly, fast, and knowledgeable are key components of our sales culture at T-Mobile and the study results show that our customers appreciate it, and that it’s one more way we stand out from the other carriers.”
In the store, T-Mobile performed particularly well in timeliness of completing a purchase and promptness of being served. Customers reported that when purchasing or upgrading over the phone, T-Mobile was above industry average in every area, especially in concern for customer’s needs and timeliness of completing purchase. T-Mobile also outperformed the competition in cost of service with customers ranking T-Mobile far above industry average in price of plans, additional services, and equipment.
Earlier this year, T-Mobile received recognition as a J.D. Power 2011 Customer Service Champion—one of only 40 companies to have earned this distinction that year. To qualify for inclusion on this elite list, companies must not only excel within their own industries, but also must stand out among leading brands in 20 major industries evaluated by J.D. Power and Associates.
The 2011 Wireless Full-Service Purchase Experience Study—Volume 2 is based on responses from 9,190 wireless customers. The 2011 Wireless Non-Contract Purchase Experience Study—Volume 2 is based on responses from 1,767 wireless customers. Both studies are among current subscribers who report having a sales transaction with their current carrier within the past six months. The study was fielded from January through June 2011.
More information about J.D. Power and Associates studies can be found at http://www.jdpower.com.
T-Mobile USA Media Relations