The Un-carrier earns the top spot (again) from J.D. Power for Full-Service Performance demonstrating (again) that customers love shopping with T-Mobile.
T-Mobile scores another win for providing an excellent wireless customer purchasing experience in the latest J.D. Power 2020 U.S. Wireless Purchase Experience Full-Service Performance Study. And, just a few weeks ago, T-Mobile nabbed another record-breaking score in the J.D. Power 2020 U.S. Wireless Customer Care Full-Service Performance Study – Volume 1.
Por qué es importante:
Consumers today want their shopping experiences to be tailored to them. In fact, more than 3 in 5 consumers look for a personalized experience when shopping in stores, online or over the phone.
Para quiénes es importante:
Anyone who thinks customer experience matters.
It’s good to be at the top. J.D. Power today announced that T-Mobile (NASDAQ: TMUS) has once again taken the top spot in their 2020 U.S. Wireless Purchase Experience Study - Volume 1 for full-service providers. This is the fifth win in a row for the Un-carrier. And, T-Mobile snagged the top spot in every factor of the study with better, faster, more personalized experiences for customers shopping online, in-store and on the phone.
"Everyone deserves an incredible customer experience. At T-Mobile, they get just that … year in, and year out, in stores, online or by phone … we are absolutely customer experience obsessed, and this latest win is further proof," said John Legere, CEO of T-Mobile. "Hats off to our unbelievable retail, care and digital teams for making sure our customers get that rock star treatment, every time!"
T-Mobile ranked highest in overall satisfaction at 863 (on a 1,000-point scale), scoring significantly higher than the full-service industry average of 839 in the J.D. Power U.S. Wireless Purchase Experience Study. T-Mobile also ranked first in every factor in the study, including courteous and knowledgeable in-store and phone representatives, website, cost of service and offerings and promotions.
"Shopping at T-Mobile is unlike any other experience, and that's a direct result of the driven and talented sales team, working 'round the clock to keep our customers the happiest in wireless," said Jon Freier, EVP of Consumer Markets at T-Mobile. "We've snagged the top spot in this J.D. Power study, five times in a row … this isn't a flash in the pan, it's an enduring laser-focus on our customers."
In recent years, the Un-carrier has amped up investments to create improved, personalized retail, web and phone experiences for customers. The Un-carrier rebuilt its retail training and support programs, and redesigned T-Mobile.com to be more immersive and to connect the customer’s shopping experience between online, in-store and on the phone. And earlier this month, T-Mobile earned a record-breaking high score in the J.D. Power 2020 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1 with the help of its revolutionary Team of Experts – a dedicated team to help customers whenever they call, message or go online.
For more information about T-Mobile’s J.D. Power rankings, visit http://www.jdpower.com/pr-id/2020014.
Follow T-Mobile’s Official Twitter Newsroom at @TMobileNews to stay up to date with the latest company news.
Acerca de T‑Mobile US, Inc.
Como El Un-carrier de EE.UU., T-Mobile US, Inc. (NASDAQ: TMUS) está redefiniendo la forma en que los consumidores y las empresas adquieren los servicios de telefonía móvil por medio de liderazgo en la innovación de productos y servicios. Nuestra avanzada red nacional 4G LTE brinda experiencias excepcionales de servicio móvil a 86 millones de clientes que no están dispuestos a transigir en calidad y en valor. Con sede en Bellevue, Washington, T-Mobile US presta servicios a través de sus subsidiarias y opera sus marcas emblemáticas, T-Mobile y Metro by T-Mobile. For more information, please visit https://www.t-mobile.com.