T-Mobile USA, Inc. achieved the highest ranking in the J.D. Power and Associates 2009 Wireless Customer Care Performance StudySM – Volume 1. Survey results show T-Mobile ranked higher than all of its competitors for overall customer care performance.
Since 2004, T-Mobile has achieved the highest ranking in seven of the past eight Customer Care Performance Studies conducted by J.D. Power.
“This award reflects our customers’ opinions of their experience with T-Mobile. Customer opinions are the most important measurement we have of the service we provide,” said John Birrer, senior vice president of customer service, T-Mobile USA. “Every T-Mobile employee is focused on serving and delighting our customers whether it’s over the phone, in the store or online. We will continue to strive to earn our customers’ high regard in everything we do.”
The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service professionals through an Automated Response System (ARS), in-person at T-Mobile retail stores and online at www.t-mobile.com. The study shows:
* T-Mobile ranked highest among all wireless providers in Overall Customer Care Performance, above all its competitors and significantly ahead of the industry average.
* In interactions between consumers and customer care representatives, T-Mobile ranked significantly above the industry average.
* T-Mobile ranked highest in online customer service and walk-in interactions at retail stores.
* T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times.
The 2009 Wireless Customer Care Performance Study – Volume 1 is based on responses from 13,423 wireless customers. Online interviews were conducted between July and December 2008.