News T-Mobile Once Again Achieves Highest Honors in Wireless Retail Service

T-Mobile USA, Inc. continues to receive accolades as a result of its laser focus on the most-valuable aspect of its business: the customer.

J.D. Power and Associates announced today that T-Mobile has earned highest honors in the 2006 Wireless Retail Sales Satisfaction Performance Study – Volume 1. T-Mobile ranks “Highest in Overall Customer Satisfaction with Wireless Retail Service,” and builds on its highest honors in the same study in 2004 and highest honors in a tie in 2005.

“T-Mobile aims to provide customers with a retail experience that sets the standard for our industry,” said Robert Dotson, president and chief executive officer of T-Mobile USA. “It’s through the hard work and training of our dedicated frontline employees that we’re able to accomplish this, and continue to earn the satisfaction of our customers.”

Today’s honor continues to reflect the outstanding service received by T-Mobile customers. This year alone, T-Mobile has received highest-ranking honors for the following J.D. Power and Associates studies:

  • In April, T-Mobile was the only wireless carrier to rank highest in overall customer satisfaction among wireless telephone users in all six regions (including five ties) surveyed by J.D. Power and Associates.
  • In March, T-Mobile overall ranked highest among wireless carriers for call quality in three of the six regions surveyed: West and Southwest outright; and Northeast in a tie.
  • In January, T-Mobile was the highest-ranking carrier in the 2006 Wireless Customer Care Performance Study, repeating its success from 2004 and 2005. This study provides a detailed report card based on customer experiences over-the-phone with T-Mobile customer service professionals; in person at T-Mobile retail stores; and online at

According to the findings released today, T-Mobile was higher than the industry average in all four key categories:

Sales Staff – T-Mobile was called out for its excellent work in “promptness in assisting you when you first enter the store” and in the "length of time to complete the entire purchase transaction."

Store Display – T-Mobile was significantly higher than the industry average in all four areas of measurement: phones to try; product/service information; ease of use of display/booth; and clarity of displays/information.

Store Facility – T-Mobile ranked second overall among national carriers and again exceeded the industry average ratings.

Price/Promotion – T-Mobile was significantly higher than the industry average in the three attributes measured: availability of price/product incentives; rebates offered on phones/accessories; and rebates offered on service plans.

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

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 T-Mobile is a federally registered trademark of Deutsche Telekom AG.