Un-carrierCategoryPress Release

T-Mobile and Metro by T-Mobile Named #1 in Customer Care by J.D. Power

July 27, 2023

BELLEVUE, Wash. — July 27, 2023 — The Un-carrier customer experience can’t be beat – and there’s a whole shelf of awards to showcase it. Today, J.D. Power announced that for the 12th consecutive time, T-Mobile received the top spot for customer care among mobile network operators (MNOs) in the J.D. Power 2023 U.S. Wireless Customer Care Study – Volume 2. And it doesn’t stop there. Metro by T-Mobile also ranked #1 out of full-service mobile virtual network operators (MVNOs) for the second consecutive time. Talk about a powerhouse!

The win is a testament to T-Mobile’s ongoing commitment to provide the best possible customer experience and follows the evolution of Team of Experts and 2022 rollout of its Total Experience model, which combines Care, Retail and Network teams and aligns them geographically to best serve customers. This marks T-Mobile’s 26th overall win, further demonstrating the Un-carrier’s place as J.D. Power’s most awarded brand for wireless customer care among mobile network operators.

“This victory spotlights the relentless spirit and unwavering dedication of our Customer Care, Retail and Network teams — and they deserve all the kudos in the world," said Jon Freier, President, Consumer Group, T-Mobile. "T-Mobile's unyielding commitment to providing the best network, value and experience is taking our customer-obsessed reputation to new heights, and rest assured, we won't stop seeking ways to serve even better."

The J.D. Power Customer Care Study evaluates customer experiences across three service platforms: phone, store and digital (website/app).  T-Mobile took home a score of 827 points, 11 points higher than the segment average. Metro by T-Mobile scored 840 points, 20 points higher than the segment average for MVNOs. This is the 12th overall win for Metro by T-Mobile.

For more information about T-Mobile and Metro by T-Mobile’s J.D. Power rankings, visit https://www.jdpower.com/business/press-releases/2023-us-wireless-customer-care-study-volume-2


U.S. Wireless Customer Care Study: Mobile Network Operator Segment: T-Mobile: 2021 (V1 & V2); U.S. Wireless Customer Care Full-Service Performance Studies: 2023 (V1 & V2), 2022-2018 (V1 & V2), 2016 (V1), 2015 (V2), 2014 (V2), 2011 (V1), 2010 (V2), 2009 (V1 & Tied in V2), 2008 (V1), 2007 (V1 & V2), 2006 (V1 & V2), 2005 & 2004

U.S. Wireless Customer Care Study: Mobile Virtual Network Operator Segment: Metro by T-Mobile: 2023 (V1 & V2); 2021 (V1 & V2); U.S. Wireless Customer Care Non-Contract Performance Studies: Non-Contract Full-Service Segment: Metro by T-Mobile: 2020 (V1 & V2) Metro PCS: 2018 V1 & V2, 2014 & 2013 (V1 & V2)

About T-Mobile US, Inc. 
T-Mobile US, Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint. For more information please visit: https://www.t-mobile.com