T-Mobile #1 in Customer Satisfaction again – Whats new?

By: Shawn August 13th, 2009

T-Mobile once again has raked in the highest ratings in Customer Satisfaction by JD Power and Associates. Less than an hour ago, T-Mobile let us know via Twitter that “”T-Mobile USA Continues to Earn Highest Ranking in Wireless Customer Care by J.D. Power and Associates.” [T-Mobile on Twitter - CellPhoneSignal on Twitter]  T-Mobile, known for having the best Customer Service, has come in with the highest ranking in 9 of the 10 Customer Service rewards since 2004, including 2 ties. Read more from BuisnessWire:

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“We’re excited to be named one of the wireless industry’s highest ranked customer service providers for the ninth time. This award demonstrates that we’re focusing on the right things to offer our customers the best possible experience,” said John Birrer, senior vice president of customer service, T-Mobile USA. “Within this increasingly competitive industry, we are always looking for new and innovative ways to improve that experience. Our entire T-Mobile team is committed to helping customers realize the full potential of our devices, network, plans and services.”

The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service professionals, through an Automated Response System (ARS), in-person at T-Mobile retail stores and online at http://www.T-Mobile.com. The study shows:

  • T-Mobile ranked highest in a tie among all wireless providers in Overall Customer Care Performance in a tie and significantly ahead of the industry average.
  • T-Mobile ranked highest among all wireless carriers and significantly above the industry average for customer interactions that start with the Automated Response System (voice-prompted assistance) and transfer to a live customer service representative.
  • T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times and having sufficient knowledge to address customer needs.

The 2009 Wireless Customer Care Performance Study – Volume 2 is based on responses from 12,410 wireless customers. Online interviews were conducted between January and June of 2009.

Via: BuisnessWire – T-Mobile

Congrats T-Mobile. Keep up the good work, and we hope you continue to have the happeist customers in the U.S.!

Filed Under: Featured, General, T-Mobile News

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