After some time out of first place, T-Mobile has regained their #1 spot in the JD Power & Associates 2009 Wireless Customer Care Survey. T-Mobile, receiving 755 points out of 1000, slipped ahead of the much larger Verizon with 749 points, and Alltel with 744 points. The press release states:
“Much of T-Mobile’s success can be attributed to its ability to reach the customer very quickly,” said Parsons. “More than one-third of T-Mobile subscribers report waiting less than two minutes on hold to speak with a representative. T-Mobile has proved successful when it comes to being prompt, courteous and efficient at identifying and resolving problems in the eyes of its customers.”
The study also finds several key wireless customer care patterns:
- Customers who visit the carrier’s retail store for service inquiries report waiting an average of seven minutes before speaking with a representative and spend about 25 minutes overall in the store. T-Mobile customers report spending less than 19 minutes in stores to resolve their issues.