T-Mobile Tops Ranking in Wireless Customer Service For Second Consecutive Time

Bellevue, Wash. — Feb. 3, 2011

T-Mobile USA today was awarded the highest ranking for the second consecutive time in J.D. Power and Associates’ 2011 Wireless Customer Care Performance StudySM — Volume 1.

“We are honored to be the wireless industry’s highest ranked customer service provider, and this is especially rewarding because it’s based on direct customer feedback,” said Brian Brueckman, senior vice president, direct to customer, T-Mobile USA. “Our customers know that when they contact T-Mobile, our employees work hard to earn and keep their trust as we help them fully enjoy their experience with T-Mobile’s innovative products and services, backed by America’s largest 4G network.”

The J.D. Power and Associates study measures customer satisfaction with the service they received using the automated response system (ARS), ARS combined with live customer service representative assistance, as well as in retail stores and online. Among the four major U.S. wireless carriers, T-Mobile ranked highest and significantly above the national average.

The results announced today reinforce T-Mobile’s track record as an organization with a strong focus and commitment to providing an outstanding customer experience on the phones, in stores and online at http://www.t-mobile.com. The study found the following:

  • T-Mobile is the highest-ranked among all wireless providers in overall customer care performance, with results significantly better than the industry average
  • On the phones, T-Mobile ranks first and significantly better than the national average when a customer speaks to a representative either immediately or after being transferred via ARS 
  • For customers seeking help online, T-Mobile leads all wireless providers and performed significantly better than the industry average

The 2011 Wireless Customer Care Performance Study—Volume 1 is based on responses from 9,755 wireless customers who had a customer care experience within the past six months. Online interviews were conducted between July and December 2010.

Acclaim for T-Mobile’s customer experience also extends to retail stores, where J.D. Power and Associates has recently ranked T-Mobile highest in its Wireless Retail Sales Satisfaction StudySM for the third consecutive time.

More information about J.D. Power and Associates studies can be found at http://www.jdpower.com.


Alexandra Trask
T-Mobile USA Media Relations


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