Thursday, January 25, 2007

T-Mobile ranks 1st

T-Mobile USA Continues to Earn Highest Ranking in Wireless Customer Care by J.D. Power and Associates

BELLEVUE, Wash.--(BUSINESS WIRE)--Confirming its status as the industry leader in customer care, T-Mobile USA, Inc., today announces it has achieved the highest ranking from the J.D. Power and Associates 2007 Wireless Customer Care Performance Study Volume 1. This marks the fifth consecutive period in which T-Mobile has received the highest ranking in the customer care study.

Once again our customers have spoken, ranking T-Mobile highest in customer care performance for the fifth time in a row, said Sue Nokes, senior vice president of Sales and Customer Service, T-Mobile USA. Its a testament to our frontline employees and their dedication to creating the best possible service experience so our customers are the real winners.

The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service professionals, in-person at T-Mobile retail stores, and online at The study notes:

  • In overall customer care performance, T-Mobile ranks highest among all wireless providers, significantly above all its competitors and the industry average.
  • T-Mobiles Automated Response System (voice-prompted assistance) scores highest among all wireless providers.
  • T-Mobile scores higher than the industry average in customers experiencing a hold time of two minutes or less.
  • In direct dealings with Customer Service Representatives, T-Mobile is at or above the industry average in all nine attributes.
  • T-Mobile scores highest among all wireless providers in the Walk-In retail channel of the study.

The 2007 Wireless Customer Care Performance Study Volume 1 is based on responses from nearly 14,000 wireless customers. Interviews were conducted during June and September 2006.

Within the past six months, T-Mobile has received the highest-ranking award in J.D. Power and Associates studies measuring the following:

  • Overall Customer Satisfaction, for the fourth consecutive reporting period
  • Call Quality; West outright and Southeast in a tie
  • Wireless Retail Satisfaction, for the fourth consecutive reporting period

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