T-Mobile USA Receives Highest Honors for Retail Satisfaction

October 05, 2004

Going 4-for-4 after Latest Independent Study

Bellevue, Wash. — Oct. 6, 2004

There is already one clear-cut winner this election year - T-Mobile customers.

T-Mobile's ongoing commitment to providing excellent customer satisfaction has earned the company highest honors once again in an independent study. In the 2004 Wireless Retail Satisfaction Performance Study, released today by J.D. Power and Associates, T-Mobile USA ranks highest out of the seven national wireless carriers.

Today's honor follows on the heels of three earlier J.D. Power and Associates studies where T-Mobile also received highest-ranking honors.

-- In July, T-Mobile was ranked highest among national carriers, by a significant margin, in the 2004 Customer Care Performance Study. This study measured service representative interaction, resolution contact frequency, automated response system (ARS) processing/navigation and hold time duration.

-- In August, T-Mobile ranked highest in the 2004 Wireless Call Quality Performance Study in the Southeast and Southwest regions.

-- In September, T-Mobile was the highest ranking carrier in the 2004 U.S. Wireless Regional Customer Satisfaction Index Study in six regions. T-Mobile was the outright leader in two regions and shared highest honors in the other four regions of this study which placed emphasis on call quality, customer service, service plan options, brand image, cost of service and billing.

As overall industry satisfaction improves, T-Mobile, in keeping with its Get More promise, continues to significantly outpace the competition, providing a great customer experience.

"The results of the J.D. Power and Associates studies show what we've known all along - that people make the difference," said John Carney, senior vice president of sales for T-Mobile USA, Inc. "That's why T-Mobile has put a priority on hiring, training and supporting our most important employees - the retail store representatives and the customer service representatives who interact with customers. We want to provide the very best experience for the customer at every step along the way."

According to the findings released today, T-Mobile led the way in the following customer retail satisfaction categories:

Sales Staff - The highest-ranking factor, T-Mobile scored highest in this factor for all carriers. Its "promptness during initial greeting" and "length of time to complete the entire purchase transaction" were cited as particular strengths.

Store Display - Another high showing for T-Mobile, performing particularly well in accessibility of phones to try; availability of informational product/service materials; clarity of displays and product information; and ease of use of interactive displays/booths.

Store Facility - T-Mobile scored highest based on convenience of store location; convenience of store hours; size and layout of store; internal/external appearance and atmosphere; and full range of phone/accessories to choose from.

Price/Promotion - T-Mobile topped all carriers in this factor, performing particularly well in its rebate programs on phones and service, as well as its availability of price and product incentives.

T-Mobile's ongoing commitment to providing the best service has led to the opening of new retail stores, including the 1,000th member of the T-Mobile family in downtown San Francisco last month. The emphasis on retail service also saw the implementation of a wide range of procedures designed to increase customer service and satisfaction.

More information about the J.D. Power and Associates study can be found at www.jdpower.com.

Lindsay Morio

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.