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're 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
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.
About T-Mobile USA, Inc.
Based in Bellevue, Wash., T-Mobile USA, Inc. is the U.S. operation of
Deutsche Telekom AG’s Mobile Communications Business. A wholly owned
subsidiary of T-Mobile International, one of the world’s leading
companies in mobile communications. By the end of the second quarter of
2009, almost 150 million mobile customers were served by the mobile
communication segments of the Deutsche Telekom group — 33.5 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’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
Headquartered in Westlake Village, Calif., J.D. Power and Associates is
a global marketing information services company operating in key
business sectors including market research, forecasting, performance
improvement, training and customer satisfaction. The company’s quality
and satisfaction measurements are based on responses from millions of
J.D. Power and Associates is a business unit of The McGraw-Hill