T-Mobile Receives Highest Ranking for Wireless Customer Care
Fri Jun 10, 2005 1:01 pm
T-Mobile today announced it once again topped J.D. Power and Associates Wireless Customer Care Performance Study. In J.D. Power and Associates' 2005 study of wireless consumers, T-Mobile again ranked higher than all of its competitors for overall customer care performance. 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 at www.t-mobile.com .
"We have put our customers at the top of our priority list at T-Mobile," said Sue Swenson, chief operating officer for T-Mobile. "As a result, our efforts are focused on providing our customer service and sales professionals with the training and tools needed to create the best possible service experience. The J.D. Power and Associates ranking reinforces that we are focused on the things that matter most to customers."
T-Mobile scored particularly well for answering customer calls promptly and resolving issues or questions during the first call for support. According to the study, T-Mobile significantly improved on last year's highest-ranking performance overall within the telephone channel among its customer service professionals.
According to T-Mobile, in a highly competitive industry, customer service is a clear differentiator for the company. "Our customer service professionals, along with our sales team, carry the T-Mobile brand in their hands every day and create a differentiated experience by building relationships with our customers instead of processing transactions," said Sue Nokes, senior vice president of customer service for T-Mobile USA, Inc. "I am proud to work by their side and see their hard work recognized by our customers."
The 2005 Wireless Customer Care Performance Study is based on responses from more than 8,300 wireless customers. Interviews were conducted in March and April.
J.D. Power and Associates announced in May that T-Mobile ranked "Highest In Customer Satisfaction With Business Wireless Service" in its inaugural Business Wireless Satisfaction Study.
Last year, T-Mobile received the highest honors in J.D. Power and Associates studies measuring overall Customer Care Performance, Wireless Call Quality Performance and Wireless Retail Satisfaction. T-Mobile was also the highest-ranking carrier in the 2004 U.S. Wireless Regional Customer Satisfaction Index Study in all six geographic regions, four in a tie.
