T-Mobile USA Sets the Standard for Wireless Retail Service

Customers Rate T-Mobile Highest in J.D. Power and Associates Study

T-Mobile USA, Inc. today received the highest ranking among national wireless carriers in the J.D. Power and Associates 2009 Wireless Retail Sales Satisfaction StudySM – Volume 2. The award further reflects T-Mobile’s continued achievements for overall customer experiences, whether in-store, online or on the phone. The award also echoes its recent success of having received highest ranking, including two ties, in nine of the last 10 Customer Care Performance Studies conducted by J.D. Power and Associates.

 

“This recognition is reflective of the passion and expertise of our frontline employees who are creating an unmatched sales experience for our customers,” said Paula Lentini, vice president of retail sales and operations, T-Mobile USA. “We are proud of this achievement as it further demonstrates our continued focus to deliver customer delight every time with every customer.”

Study results released today by J.D. Power and Associates show customers rate T-Mobile highly in factors measured to determine overall retail performance. The four key factors used to measure performance are sales staff, store display, store facility, and price and promotion. The following results are indicative of T-Mobile’s commitment to customer satisfaction at all of its retail locations across the country:

Sales staff. T-Mobile ranks highest among all national wireless carriers and significantly higher than the industry average in this category. Attributes measured include courtesy and friendliness of salesperson, promptness in assisting customers, knowledge of service plans, cell phones and features, time to complete entire purchase, and concern that customers purchase the best phone and plan to meet their needs.

Price and promotions. T-Mobile ranks highest among all national wireless carriers and significantly higher than the industry average for attractiveness and competiveness of price and product incentives, such as rebates and discounts for both service plans and products.

Store facility. T-Mobile ranks above the industry average in convenience of store locations.

Store display. T-Mobile ranks highest among all national wireless carriers in this category, which is measured by factors such as clarity of displays and product information, availability of informational materials about products and services, and easy-to-use interactive displays.

Results of the J.D. Power and Associates Wireless Retail Sales Satisfaction StudySM – Volume 2 are based on 8,637 Internet survey interviews conducted between January 2009 and June 2009.

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

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Lindsay Morio
T-Mobile USA Media Relations
425-383-4002

mediarelations@t-mobile.com

About T-Mobile USA, Inc.
Based in Bellevue, Wash., T-Mobile USA, Inc. is the U.S. wireless operation of Deutsche Telekom AG. By the end of the first quarter of 2010, approximately 150 million mobile customers were served by the mobile communication segments of the Deutsche Telekom group - 33.7 million by T-Mobile USA - all via a common technology platform based on GSM and UMTS, the world's most widely used digital wireless standards. T-Mobile USA's innovative wireless products and services help empower people to connect to those who matter most. Multiple independent research studies continue to rank T-Mobile among the highest in numerous regions throughout the U.S. in wireless customer care and call quality. For more information, please visit http://www.T-Mobile.com. T-Mobile is a federally registered trademark of Deutsche Telekom AG.

 

About J.D. Power and Associates

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