July 29th, 2010 by Michael Murphy

T-Mobile Once Again #1 in Customer Service

J.D. Power and Associates periodically surveys cell phone users to see who’s doing well in the customer service department, and who gets a “Needs to Improve” rating. T-Mobile’s been in first place for quite some time, and that didn’t change with this most recent round. It was just announced that, once again, T-Mobile has the best customer service on average. I’m sure many of you have stories you could tell that refute that, but of course everyone drops the ball sometimes.

I’m not a T-Mobile customer, but I can certainly give a company accolades for setting the standard high, and I would encourage other cell phone providers to take note. And T-Mobile, keep up the good work. Press release after the break.

Customers Rank T-Mobile USA Highest
In Wireless Customer Service
Independent Study by J.D. Power and Associates Gives T-Mobile
Top Honors for Superior Customer Service

BELLEVUE, Wash. —July 29, 2010 — T-Mobile USA, Inc. continues to earn accolades for its dedication to providing customers with superior service. J.D. Power and Associates today announced that T-Mobile was the sole wireless carrier to earn the highest ranking in their 2010 Wireless Customer Care Performance StudySM — Volume 2.

“We are honored to be recognized as the wireless industry’s highest ranked customer service provider,” says Brian Brueckman, group vice president, customer service, T-Mobile USA. “This award is a reflection of our frontline employees’ commitment to customer delight as well as our entire organization’s focus on helping customers realize the full potential of our great products and services.”

Today’s honor continues to demonstrate T-Mobile’s commitment to providing an outstanding customer experience. The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service representatives, through an automated response system (ARS), in person at T-Mobile retail stores and online at http://www.t-mobile.com The study shows the following:
T-Mobile is the sole highest-ranked among all wireless providers in Overall Customer Care Performance, and significantly above the industry average.
In direct interactions with customer service representatives, T-Mobile scores higher than any other wireless provider.
On calls that began with the ARS and transferred to a customer service representative, T-Mobile leads all wireless providers.
For customers walking into a retail store for service, T-Mobile scores above industry average.

The 2010 Wireless Customer Care Performance Study – Volume 2 is based on responses from 9,690 wireless customers who had a customer care experience within the past six months. Online interviews were conducted between January and June of 2010.

Recent recognition of T-Mobile’s customer service excellence also extends to its retail customer experience. Earlier this year, T-Mobile received the highest ranking for retail customer satisfaction in the J.D. Power and Associates 2010 Wireless Retail Sales Satisfaction StudySM — Volume 1.

More information about J.D. Power and Associates studies can be found athttp://www.jdpower.com

About T-Mobile USA, Inc.
Based in Bellevue, Wash., T-Mobile USA, Inc. is the U.S. wireless operation of Deutsche Telekom AG. By the end of the first quarter of 2010, approximately 150 million mobile customers were served by the mobile communication segments of the Deutsche Telekom group — 33.7 million by T-Mobile USA — all via a common technology platform based on GSM and UMTS, the world’s most widely used digital wireless standards. T-Mobile USA’s innovative wireless products and services help empower people to connect to those who matter most. Multiple independent research studies continue to rank T-Mobile among the highest in numerous regions throughout the U.S. in wireless customer care and call quality. For more information, please visit http://www.T-Mobile.com T-Mobile is a federally registered trademark of Deutsche Telekom AG.