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T-Mobile USA Continues to Earn Highest Ranking in Wireless Customer Care by J.D. Power and Associates | Business Wire


BELLEVUE, Wash.–(BUSINESS WIRE)–T-Mobile USA, Inc. has once again achieved the highest ranking in a tie

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 are 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, and 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

consumers annually. For more information on car

reviews and ratings, car

insurance, health

insurance, cell

phone ratings, and more, please visit JDPower.com.

J.D. Power and Associates is a business unit of The McGraw-Hill


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