For the 18th time, the Un-carrier snags the wireless industry’s highest score from J.D. Power for Wireless Customer Care, breaking its own record again! And, Metro by T-Mobile lands among the top in the Non-Contract providers study.
T-Mobile is at the top yet again, receiving the highest score from J.D. Power for U.S. Full-Service Wireless Customer Care – a full 41 points higher than the industry average!
Por qué es importante:
Customers deserve incredible care. This is the fourth time in a row that T-Mobile lands the number one spot, the second time to have a record-breaking score, and the 18th time it ranks highest among full-service providers. The Un-carrier earned top honors more times than any other wireless provider in the history of the study.
Para quiénes es importante:
Anyone who wants to experience the highest rated customer care in wireless. Life is better at T-Mobile!
Four score! J.D. Power today announced that T-Mobile (NASDAQ: TMUS) has received the highest score in the J.D. Power 2019 U.S. Wireless Customer Care Full-Service Study—Volume 2—for the fourth time in a row! And Metro by T-Mobile also ranked highly, placing second, in their respective Non-Contract Full-Service segment for Overall Customer Care. This is T-Mobile’s second time delivering a record-breaking score (breaking its own record!) and marks the 18th time T-Mobile ranks highest among full-service providers. The Un-carrier has topped the rankings more than any other wireless provider in the history of the study. And that means Un-carrier customers WIN. Again…and again…and again. And again.
"Any company can say they put customers first, but it takes a culture of complete customer experience obsession to drive record-breaking wins in Care, time and time again," said John Legere, CEO of T-Mobile. "Our incredible Team of Experts delivers an absolutely unmatched customer experience, and the numbers don't lie…record-low customer churn and our best Q2 customer numbers in years! We're smashing records, and it's all for our customers… and you better believe, we won't stop."
T-Mobile scored an 847 in the Study, that's 41 points higher than the wireless industry average, and 8 points higher than its previous record-breaking score. And, the Un-carrier scored highest in both Assisted Care and Unassisted Care, so its customers are the most satisfied in wireless whether reaching Care in-store, by phone, message or self-serving via the website.
One year ago, T-Mobile completely reinvented customer care with the launch of Team of Experts nationwide, and it’s no surprise that the Un-carrier delivers an unprecedented level of customer delight that’s absolutely unmatched among Full Service wireless providers. T-Mobile Team of Experts puts customers first with a dedicated team to answer their call or message with no bots, no bouncing and no BS.
And customers love Team of Experts. T-Mobile posted all-time record-low postpaid churn of 0.78% in Q2…that means more Un-carrier customers know a good thing when they've got it and are staying with magenta. T-Mobile also boasts a Net Promoter Score - that's a measure of likelihood to recommend a brand and customer loyalty - up 10 points year over year1.
The J.D. Power results show a clear customer affinity for the T-Mobile care experience, whether it be on the phone, in-store, via online chat or easily navigating self-serve options. And while self-service options like the T-Mobile App and MyTMobile.com make life easier, T-Mobile Team of Experts got high marks for being knowledgeable, courteous, clear in their communication and quick to resolve customer issues.
For more information about T-Mobile and the J.D. Power 2019 U.S. Wireless Customer Care Full-Service Study—Volume 2, please visit www.jdpower.com/business/ratings/industry/telecom
Want to meet some of the rock stars who make our Team of Experts sing?
- ¡Trabaja a lo grande o vete a casa! Un gigante del Servicio al Cliente nos muestra como alterar el statu quo a la manera "Buck"
- De la tragedia al triunfo: el programa de asistencia para matrículas de T-Mobile ayudó a una empleada a recuperar la confianza y obtener un MBA
- Cómo se destaca una superestrella de Servicio al Cliente de T-Mobile
- A Class Act: Customer Service Superstar Barbara Constant Makes a Dream Come True for Her Son and His Students
- Video Series: We Are T-Mobile, an Upclose Look at our Team of Experts and Other Magenta All-Stars
1T-Mobile internal tracking data
Team of experts is for our postpaid wireless customers.
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 83.1 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.