T-Mobile Ranks Highest in Customer Service. Again.
By Eric M. Zeman
January 25, 2007
NEWS@2 DIRECT
J.D. Power and Associates awarded T-Mobile with the highest ranking in wireless customer care for the fifth time in a row.
T-Mobile held onto the top spot and ranked highest among the five largest U.S. wireless network operators by creating a positive experience among customers who contact the carrier for service or assistance.
According to J.D. Power, T-Mobile performs well across all factors that determine overall satisfaction, particularly in the automated response system and retail contact channels, and in the overall hold-time duration on the phone. Verizon Wireless and Alltel, respectively, follow T-Mobile in the rankings.
The semi-annual study details how all wireless carriers perform on a number of issues, including calls directly to customer care, retail store visits and via Internet. The findings show that speaking to a live person over the phone creates much better customer ratings than speaking with a computer-automated response system.
"A service representative; either over the phone or in person; has the ability to answer customer questions and clarify answers. This flexibility is very limited in both ARS and Internet contact methods," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates.
Advertisement
tampadelphian Posts: 406
Fri Feb 02, 2007 6:37 pm
Congrats T-Mobile. We at VZW will beat you someday.!
Tigress Posts: 192
Phone Model: Moto V360; Blackberry 8100 Pearl
Service Provider: T-Mobile
Sat Feb 03, 2007 12:20 am
You guys almost did last time - I believe Verizon either tied or almost tied with T-Mobile
It's okay - You guys are good we are just better
Then again, T-Mobile's committed to widening the satisfaction gap, so you guys are gonna have to work hard at it if you wanna catch up again
tampadelphian Posts: 406
Sat Feb 03, 2007 2:49 pm
Sounds like a dare to me! Bring it on!
Tigress Posts: 192
Phone Model: Moto V360; Blackberry 8100 Pearl
Service Provider: T-Mobile
Sat Feb 03, 2007 5:58 pm
But it's already been brought - 5 times in fact
tampadelphian Posts: 406
Sat Feb 03, 2007 6:04 pm
.
Last edited by tampadelphian on Sun Apr 08, 2007 10:02 pm, edited 1 time in total
Tigress Posts: 192
Phone Model: Moto V360; Blackberry 8100 Pearl
Service Provider: T-Mobile
Sat Feb 03, 2007 9:33 pm
Ah but having a smaller group of people can make it harder - There are customer's who have talked to 2+ people on my team, so if there's a bad apple, it's more likely that people are going to get that person.
Less customer's mean that we have to work harder to please them, keep them and keep them from talking crap on us.
I do have to give Verizon props though - The first study we left them eating our dust hard core and have kept doing so until recently, so kudo's for bringing the competition back! It was getting too easy.
Shalalala Posts: 658
Mon Feb 05, 2007 2:01 pm
Cingular also has been making great strides in service too - but congrats to Tmobile again.
Next time Gadget, next time.
ToWhateverEnd Posts: 32
Fri Feb 09, 2007 7:53 pm
More customers - more % of unruly, idiotic, stupid idiots who are at fault but are going to blame you.
Less customers - still have a high % of those idiots, but definitely thousands less than companies with more subscribers.
T-Mobile has an upper hand in customer service because it is smaller.
Verizon010 Posts: 62
Phone Model: Samsung SCH-A930
Service Provider: Verizon Wireless
Fri Feb 09, 2007 10:03 pm
Congrats T-Mobile, Never had your service, but from people i have spoke to, are very pleased with it. I would switch to T-Mobile, but im in rural Ohio, and T-Mobile barely balnkets the region with 1bar service, so thats why i have VZW, But congrats. I hope all carriers keep improving thier service and support.
View more 
