Customer Care study

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Ilse Jurrien
brand T-Mobile category Industry news

Wireless Customer Care study

content type Press information Mail the editor Posted by Ilse Jurrien
Friday, August 3rd 2007 - 14:52 CEST - Comments: 0
T -Mobile USA, Inc., earned the highest ranking from the J.D. Power and Associates 2007 Wireless Customer Care Performance Study – Volume 2, marking the sixth consecutive period that T-Mobile holds the top spot. T-Mobile not only earned the highest ranking, but its overall customer care score was significantly higher than any other wireless carrier. T-Mobile is now the only wireless carrier that has swept a J.D. Power and Associates national wireless category for six reporting periods.
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T-Mobile - Customer Care ranking

"This ranking is an honor because it's the voice of our customers," said Sue Nokes, senior vice president of Sales and Customer Service, T-Mobile USA. "At T-Mobile, we are deeply committed to providing the best customer care, as measured not just in wireless, but across service industries, and this award provides direct positive recognition to our front-line employees who consistently put their focus and enthusiasm toward ensuring a customer experience that is unmatched by any other wireless carrier."

 

T-Mobile ranks highest in wireless industry

The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service professionals, in person at T-Mobile retail stores, and online. The study notes the following: 1. In overall customer care performance, T-Mobile ranks highest among all wireless providers, significantly above all its competitors and the industry average. 2. T-Mobile's Automated Response System (voice-prompted assistance) scores highest among all wireless providers and is significantly higher than the industry average. 3. T-Mobile scores significantly higher than the industry average in customers experiencing a hold time of two minutes or less. 4. In direct dealings with Customer Service Representatives, T-Mobile is at or above the industry average in all nine attributes measured in the study.

 

Wireless Customer Care study

The 2007 Wireless Customer Care Performance Study - Volume 2 is based on responses from 10,500 wireless customers. Interviews were conducted between January and April 2007.

 

Customer Satisfaction - Wireless industry

In 2007, T-Mobile has also received the highest-ranking in J.D. Power and Associates studies measuring the following: 1. Overall Customer Satisfaction, for the fifth consecutive reporting period, ranking ahead of all other wireless carriers in the Northeast, West and Southwest regions and highest in a tie in the other three regions: the Mid-Atlantic, Southeast and North Central. 2. Wireless Retail Satisfaction, for the fifth consecutive reporting period. 3. Business Wireless Satisfaction, for service offerings, promotions, cost and customer care.

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