T-Mobile Achieves Record Customer Care Results, Hosts ‘TEX Talks’ to Spread Its Revolutionary Care Model

October 18, 2018

With customer satisfaction scores hitting all-time highs, the Un-carrier is pulling back the curtain on their Team of Experts model, hosting a TEX Talks event for other companies to join the customer care revolution

What's the news

T-Mobile Team of Experts is a hit. Since it launched nationwide two months ago, customer satisfaction scores (NPS) have hit all-time highs. So, the Un-carrier is hosting an event Oct 24-25 to help others adopt Team of Experts. 

Why it matters

Team of Experts delivers better care for customers, better jobs for employees and better returns for shareholders. More brands should do it, the results speak for themselves.

Who it's for

Everyone who’s had to talk to a robot or shout “representative” to get help. So, yea, basically everyone. 


Two months ago, T-Mobile (NASDAQ: TMUS) launched its revolutionary customer care model Team of Experts nationwide, giving customers a dedicated team with no bots, no bouncing and no BS. Now, the results are in customer satisfaction scores (NPS) are at all-time highs and employee satisfaction is also soaring. To help other brands join the revolution, the Un-carrier is hosting its TEX Talks event on October 24-25 at its Charleston customer experience center.

“As the Un-carrier, we’ve always been about changing this industry for good…with Team of Experts, we’ve done it again,” said John Legere, CEO of T-Mobile. “And we won’t stop with wireless. Customer service is utterly broken in this country – it’s a mechanized mess. We’ve completely changed the game for customers, and we hope every brand steps up to do the same!”

Since T-Mobile launched Team of Experts nationwide, Net Promoter Scores, which measure likelihood to recommend a brand, is up to an all-time high. Overall, Net Promoter Scores are up 60% since before Team of Experts was live. Use of T-Mobile’s asynchronous messaging service for customer care is up 34%, with more customers messaging with customer care from the T-Mobile app or iMessage. Not only is Team of Experts great for customers, it’s also great for employees. Turnover is down 48% since T-Mobile began piloting Team of Experts, and the Un-carrier has a remarkable 90% internal promotion rate in its customer care organization.

More than 50 different companies looking to up their customer service game – including several Fortune 100 brands – have already RSVP’d for two full days of TEX Talks seminars and panels led by execs from T-Mobile. Event attendees will go behind the scenes to learn what makes Team of Experts tick in T-Mobile’s Charleston Call Center, and will hear directly from Callie Field, T-Mobile’s EVP of Customer Care; Robert Gary, T-Mobile’s SVP of Product Management and many more. Anyone who wants to attend TEX Talks can email TEXevents@T-Mobile.com for more information.

As America’s most loved wireless provider, T-Mobile just keeps earning accolades for their customer care. On the heels of the launch of Team of Experts and setting record-high NPS scores, the Un-carrier just swept J.D. Power’s latest 2018 Business Wireless Satisfaction study – number one in customer satisfaction for businesses of all sizes… for the second year in a row.

T-Mobile is spreading the word about reinventing the customer experience on both coasts, as the exclusive sponsor of WORLDZ, a global summit in Long Beach, CA. On October 18 at WORLDZ, T-Mobile’s EVP of Marketing and Digital Nick Drake and Jen Cambridge, VP of Frontline Systems and Experience will lead a master class on the customer experience obsession.

For more information about Team of Experts, visit t-mobile.com/teamofexperts.  

Team of Experts is for our postpaid wireless customers.

About T-Mobile US, Inc.
As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. Our advanced nationwide 4G LTE network delivers outstanding wireless experiences to 75.6 million customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit https://www.t-mobile.com.