For the Second Straight Year, T-Mobile Customers Say they Get More® Service
Bellevue, Wash. — Jun. 8, 2005
What’s better than being named “Highest Ranked Wireless Customer Service Performance” by J.D. Power and Associates? Doing it two years in a row. T-Mobile USA, Inc. today announced it once again topped J.D. Power and Associates Wireless Customer Care Performance Study.
In J.D. Power and Associates’ 2005 study of wireless consumers, T-Mobile again ranked higher than all of its competitors for overall customer care performance. 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.
“We have put our customers at the top of our priority list at T-Mobile,” said Sue Swenson, chief operating officer for T-Mobile USA, Inc. “As a result, our efforts are focused on providing our customer service and sales professionals with the training and tools needed to create the best possible service experience. The J.D. Power and Associates ranking reinforces that we are focused on the things that matter most to customers.”
T-Mobile scored particularly well for answering customer calls promptly and resolving issues or questions during the first call for support. According to the study, T-Mobile significantly improved on last year’s highest-ranking performance overall within the telephone channel among its customer service professionals.
According to T-Mobile, in a highly competitive industry, customer service is a clear differentiator for the company. “Our customer service professionals, along with our sales team, carry the T-Mobile brand in their hands every day and create a differentiated experience by building relationships with our customers instead of processing transactions,” said Sue Nokes, senior vice president of customer service for T-Mobile USA, Inc. “I am proud to work by their side and see their hard work recognized by our customers.”
While other carriers tout their large subscriber numbers as a consumer benefit, T-Mobile focuses on the individual service experience for each and every customer. T-Mobile sees world-class service as a priority commitment to customers, and a key component to its Get More® promise — offering wireless consumers more minutes, more features and more service than other carriers.
The 2005 Wireless Customer Care Performance Study is based on responses from more than 8,300 wireless customers. Interviews were conducted in March and April.
J.D. Power and Associates announced in May that T-Mobile ranked “Highest In Customer Satisfaction With Business Wireless Service” in its inaugural Business Wireless Satisfaction Study SM.
Last year, T-Mobile received the highest honors in J.D. Power and Associates studies measuring overall Customer Care Performance, Wireless Call Quality Performance and Wireless Retail Satisfaction. T- Mobile was also the highest-ranking carrier in the 2004 U.S. Wireless Regional Customer Satisfaction Index Study in all six geographic regions, four in a tie.
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.