Who’s the best carrier in your opinion when it comes to customer care? Verizon? Sprint? AT&T? T-Mo? Alltel? Well, all of the above carriers were put to the test in the latest rankings released by J.D. Power and Associates…. and the results are in. T-Mobile lead the pack (in a tie with Verizon) for ‘Overall Customer Care Performance’. Very well done to T-Mo and Verizon, indeed. T-Mobile was also ranked highest for customer interactions that start with the Automated Response System and transfer to a live service rep. Finally, magenta also scored tops for having the lowest average hold times, and for having all the knowledge needed to fulfil customer needs at the time. Well done, T-Mobile, well done!
Note: I should point out that while T-Mobile and Verizon were both tied for tops in the overall category, T-Mobile was recipient of the official J.D. Power award. Not sure what the tie-breaker was there… Rock, scissors, paper?
T-Mobile USA Continues to Earn Highest Ranking In Wireless Customer Care by J.D. Power and Associates
An Independent Study Keeps T-Mobile at the Top of the Pack in a Tie for Superior Customer Service
BELLEVUE, Wash. —Aug. 13, 2009—T-Mobile USA, Inc. has once again achieved the highest ranking in a tie for the J.D. Power and Associates 2009 Wireless Customer Care Performance StudySM – Volume 2. Since 2004, T-Mobile has received the highest ranking, including two ties, in nine of the last 10 Customer Care Performance Studies conducted by J.D. Power and Associates.
“We’re excited to be named one of the wireless industry’s highest ranked customer service providers for the ninth time. This award demonstrates that we’re focusing on the right things to offer our customers the best possible experience,” said John Birrer, senior vice president of customer service, T-Mobile USA. “Within this increasingly competitive industry, we are always looking for new and innovative ways to improve that experience. Our entire T-Mobile team is committed to helping customers realize the full potential of our devices, network, plans and services.”
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 http://www.T-Mobile.com The study shows:
- T-Mobile ranked highest in a tie among all wireless providers in Overall Customer Care Performance in a tie and significantly ahead of the industry average.
- T-Mobile ranked highest among all wireless carriers and significantly above the industry average for customer interactions that start with the Automated Response System (voice-prompted assistance) and transfer to a live customer service representative.
- T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times and having sufficient knowledge to address customer needs.
The 2009 Wireless Customer Care Performance Study – Volume 2 is based on responses from 12,410 wireless customers. Online interviews were conducted between January and June of 2009.
More information about J.D. Power and Associates studies can be found at www.jdpower.com.