The Un-Carrier Once Again Ranks No. 1 for Full-Service Performance as Customers Love Shopping with T-Mobile the Most – in Stores, Online and by Phone
Shop at the top. J.D. Power announced that T-Mobile once again leads the pack, earning the highest scores in their 2019 US Wireless Purchase Experience Study – Volume 2 for full-service providers. And Metro by T-Mobile is among the top ranked for non-contract full-service providers, claiming the second spot in their respective study. This is the fourth win in a row for the Un-carrier. That means T-Mobile has consistently been in the #1 spot for two years straight!
“At T-Mobile, we are utterly unapologetically customer-experience obsessed, and it shows”
And T-Mobile isn’t just top in purchase experience. Earlier this month, the Un-carrier notched a record-breaking high score in the J.D. Power 2019 U.S. Wireless Customer Care Full-Service Study—Volume 2. T-Mobile has consistently been ranked #1 by J.D. Power for both purchase experience and customer care four times in a row!
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“At T-Mobile, we are utterly unapologetically customer-experience obsessed, and it shows,” said John Legere, CEO of T-Mobile. “We’ve invested where it counts – in our customers – and widened the gap in both care and purchase experience. But we’re not satisfied watching the carriers shrink in the rear-view mirror…our feet are firmly on the gas and we won’t stop until we have the best customer experience, period. In any industry.”
The J.D. Power U.S. Wireless Purchase Experience Study – Volume 2 assesses wireless providers on everything from courtesy and knowledge of in-store and phone reps, to website ease of use, to cost of service. In the study, T-Mobile ranked highest in overall satisfaction at 864 (on a 1,000-point scale) – improving on its top score from the January study and increasing the delta even further between T-Mobile and the nearest competitor.
Over the last few years, T-Mobile has made significant investments in the retail and care customer experiences to better serve its growing customer base…and it shows. The company took its revolutionary Team of Experts care model nationwide a year ago, completely reinventing customer care, putting customers first with a dedicated team to answer their call or message with no bots, no bouncing and no BS. And, T-Mobile has expanded its retail footprint from 3,600 stores to over 5,300 over the past few years, taking the company’s retail presence from last place to second only to the nation’s largest wireless company.
As a result of its customer experience obsession, the Un-carrier has made it routine to score significantly higher than the industry average in the study. T-Mobile ranked first across the board, including cost of service, offers and promotions, courteous and knowledgeable phone and retail sales representatives, website and stores.
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