T-Mobile tops JD Power Customer Service rankings yet again

By on February 4, 2009 at 11:58 AM.

T-Mobile tops JD Power Customer Service rankings yet again

It’s hardly a surprise at this point, given the carrier’s historical dominance, but it’s still worth noting. According to the almighty JD Power and Associates, T-Mobile has earned the highest possible ranking in their survey of customer service provided by the major cell companies in the US. T-Mobile, widely acknowledged as one of the industry leaders in providing spotty service exemplary customer service, has won the top honor 7 out of the last 8 years, losing narrowly to Verizon in last year’s contest. JD Power determined the following specifics about T-Mobz’ commitment to its customer base:

  • T-Mobile ranked highest among all wireless providers in Overall Customer Care Performance, above all its competitors and significantly ahead of the industry average.
  • In interactions between consumers and customer care representatives, T-Mobile ranked significantly above the industry average.
  • T-Mobile ranked highest in online customer service and walk-in interactions at retail stores.
  • T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times.

There ya have it. While the carrier’s 3G footprint is dismal, and general coverage lags well behind the rest of the pack, the company has been bringing some exciting devices into the fold as of late, and its continued commitment to distinguishing itself via the customer service route has proven effective.

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Verizon Wireless is tops in Customer Service Satisfaction, but are they the best?

By on August 24, 2008 at 8:30 AM.

Verizon Wireless is tops in Customer Service Satisfaction, but are they the best?

J.D. Power and Associates recently released their latest Wireless Customer Care Performance Study and Verizon Wireless beats out Alltel, T-Mobile, and AT&T to claim top honors in customer service. It seems that Verizon’s ability to solve a problem in one call is the deciding factor in making its customers happy. Even if hold times are at an all time high, increasing 34% since 2003, people are happier if they only have to call once. The study, which was based upon responses by 11,000 people who had used their provider’s Customer Care service, also found that 75% of people contact customer care via the phone, 24% actually go into a store, and a mere 1% contact Customer Care via email or the internet. What’s your take on it? Are you happy with your provider’s customer service?

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