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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.


Born with a cell phone in one hand and a tablet in the other, Josh Karp has followed his love of technology through to the present day. As a Special Correspondent at BGR, Josh covers press conferences, trade shows and other events around the world. An expert in all things mobile, Josh has more than eight years of experience covering the wireless industry.