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JD Power: T-Mobile has the best customer service (again)

If you want to be happy when you dial 611 on your cell phone, it looks like Old Magenta is your best bet. JD Power and Associates just released its 2011 Wireless Customer Care Performance Study and T-Mobile came out on top. This is the second year in a row that T-Mo came in first.

“We are honored to be the wireless industry’s highest-ranked customer service provider,” said T-Mo’s direct to customer senior VP Brian Brueckman. “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.”

Trying to talk to a real live customer service rep can sometimes be a challenge, but T-Mobile came out on top there, ranking “significantly better than the national average.” The same can be said about customers looking for help online.

You do have to remember, though, that this JD Power study is relative and it only really factors in the big four national carriers. It doesn’t necessarily mean that they’re good; it just means that they’re rated as better that the alternatives. I’d rather not have to call 611 at all. Can’t I just get a fantastic plan, a fantastic phone, and network coverage that is speed and reliable? If so, I’m your best customer, because you’ll never actually hear from me.


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

BELLEVUE, Wash.–(BUSINESS WIRE)–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.

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About Michael Kwan

A freelance writer and tech geek from Vancouver. Find me at michaelkwan.com and follow me on Twitter @michaelkwan.

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