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.