T-Mobile USA Views Highest Ranking in Customer Care by JD Power as Confirmation that T-Mobile Customers Indeed do “Get More”
Bellevue, Wash. — Jul. 8, 2004
The results of the 2004 Customer Care Performance Study released today by J.D. Power and Associates ranks T-Mobile USA highest among national carriers, by a significant margin. This independent top ranking for T-Mobile makes it clear when T-Mobile talks about offering the “best value in wireless” that means more minutes, more features and more service.
“T-Mobile’s leadership in customer care is just one more way we demonstrate our Get More commitment to our customers,” said Sue Swenson, COO, T-Mobile USA. “Customer service has always been a high priority for all T-Mobile employees, and we are very proud to be recognized by the highly-regarded Customer Care Performance Study from J.D. Power and Associates.”
In 2003, the Customer Care Study by J.D. Power and Associates indexed T-Mobile’s customer care above the industry average. Since then, T-Mobile’s ongoing commitment to providing the best service, as part of its best value in wireless focus, led to the opening of additional call centers in the United States and the implementation of a wide range of procedures designed to increase customer care and satisfaction. With one of the highest rates of new subscriber additions in the industry, T-Mobile sees quality customer service as a priority commitment to customers and as significant differentiator in the marketplace.
The 2004 J.D. Power and Associates Customer Care Performance Study provides a detailed report card of wireless customer care performance, based on customer experiences with both the service representative and automated response system (ARS). Four key areas that impact overall carrier performance are factored to determine the customer care index. The key areas include service representative interaction, resolution contact frequency, ARS processing/navigation, and hold time duration.
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.