T-Mobile tops JD Power Customer Service rankings yet again
It’s hardly a surprise at this point, given the carrier’s historical dominance, but it’s still worth noting. According to the almighty JD Power and Associates, T-Mobile has earned the highest possible ranking in their survey of customer service provided by the major cell companies in the US. T-Mobile, widely acknowledged as one of the industry leaders in providing spotty service exemplary customer service, has won the top honor 7 out of the last 8 years, losing narrowly to Verizon in last year’s contest. JD Power determined the following specifics about T-Mobz’ commitment to its customer base:
- T-Mobile ranked highest among all wireless providers in Overall Customer Care Performance, above all its competitors and significantly ahead of the industry average.
- In interactions between consumers and customer care representatives, T-Mobile ranked significantly above the industry average.
- T-Mobile ranked highest in online customer service and walk-in interactions at retail stores.
- T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times.
There ya have it. While the carrier’s 3G footprint is dismal, and general coverage lags well behind the rest of the pack, the company has been bringing some exciting devices into the fold as of late, and its continued commitment to distinguishing itself via the customer service route has proven effective.
The rep helped me get my 8900 well before launch date despite not being a business customer. That’s service.
Now give me better coverage area and I’ll wife you up, Tmo. You won’t have to be my bottom chick anymore. ;0)
In Consumer Reports’ testing, T-Mobile came second to (or matched) Verizon/Alltel in most of the cities they tested service in. The detailed results were in the January issue, for those that subscribe to CR.
http://www.consumerreports.org/cro/electronics-computers/phones-mobile-devices/phones/cell-phone-service-providers/cell-phone-service/overview/cell-phone-service-ov.htm
Tmo, I wuv u!!!
OMG AND THEY WON IT TOO!!!! FIRST PLACE!!!!11ONE
Joshua, T-Mobile has been rapidly expanding their coverage all over the US. Sure they suck in some areas, but too many of the active blog sites like to overgeneralize topics which they may have little experience with.
With roaming included, can you break down a POP by POPS comparison of how many US citizens fall within each carrier’s geographic coverage area with 2008 data?
I was hesitant to try T-Mobile after being an ATT customer for so long due to websites like this, but to be honest I’m pleasantly surprised that it works well. Granted I’m in a major city, but I believe coverage experiences differ for each individual.
To be honest, I don’t drop calls and have garbled conversations like I used to with ATT. ATT may be bigger, but with all the outages and network inconsistencies its hard to say I really saw any real advantage.
I can’t wait till T-Mo comes to Canada. I miss their customer service and the plans. I once had a problem with SMS, I couldn’t receive texts from outside of US, they had a rep call in from England to make sure I do start getting texts and he did make sure by Texting me
T-Mobile BLOWS. I should know I worked in their CC for 2 1/2 years.
Wow, Joshua Karp! This is very positive news for T-mobile, but your sure putting a lot of effort trying to make it negative. I’ve read this news else where, but your post has toped the bias chart so far today. Cheer up Joshua, Verizon will have another chance at this award the next time around. BGR has been reporting pretty accurate news lately about At&t’s down service & multiple issues with there coverage for a few months now, but now you go & flush away the little bit of credibility that BGR has been building up these couple of months straight down the toilet with you biased post. Joshua my advice to you is to lay of the haterade & quit your day time job at BGR, so that you can put more effort into your night time job at Verizon or At&T.
@ Jessica:
T-Mobile currently offers service to areas that encompass over 252 million Americans with roaming included. Not too shabby if you ask me.
Granted, their strong areas are not the most rural areas but that is to be expected. But even then, even my VZW and ATT phones were paperweights while driving some highways between New Mexico and Colorado last month so even the big giants have giant coverage holes too in certain areas.
Don’t be bothered too much by internet sites like this. People just have opinions; sometimes outdated; but opinions nonetheless.
I say if it works well for you, that’s all that really matters. In fact, the less customers T-Mobile has the less crowded their ever growing 3G network will be which means faster average DL speeds and less data interuptions. T-Mobile’s smaller size may also make it more compelled to compete over price as competition gets fiercer which means more savings for you the customer.
Just for kicks: T-Mobile should have over 208 million POPS covered with 3G by the end of this year but may go well beyond that if plans accelerate which right now looks very possible. Their network will also prioritize HSPA services for voice which means their users won’t have all the dropped calls that ATT users have when tranistioning betweeen 3G and EDGE.
It’s taken a little longer, but they’re getting there.
Hey Joshua,
You may want to proofread your piece. Fourth line down, “…has ONE the top honor 7 out of the last 8 years.”
Should be “won”
wow josh, way to put t-mobile down when they get some kinda positive recognition!
LittleBoyGenius loves to bash T-Mobile. I sometimes wonder why I even continue to disrespect my web browser by coming to a site run by a blatant Apple and IPhone fanboy who probably keeps a picture of Steve “The Showman” Jobs in his manpurse.
This award is simply further evidence that T-Mobile sees their customers as more than numbers and dollar signs. All other carriers are only interested in nickel and diming you for as much as they possibly can for the longest amount of time. Sprint only publicly announced their new customer loyalty plans because they’ve been bleeding customers. T-Mobile has always given their tenured customers perks not even offered to new customers while everyone else doesn’t differentiate their 10-year customers from their 10-day customers since they’re nothing more than dollar signs at the end of the day.
Really SEROLover? What was your employee number, title, and location?
Congrats to a classy outfit that doesn’t require online whisper campaigns to spread its strengths.
Cheers!
@backbeat
P12427189, CSR1, Chattanooga TN Call Center, ……if you must know. Would you like to know my Samson and Remedy login as well? How about my Lucent ID?
^Sorry to hear that you’re among the many throngs of TMo ‘victims’.
At <$12k/yr, where did you really think you ranked in the big picture in comparison to, say, a retail clerk?
hahahahahahhahahahahhahahahha
Are you serious? HA!
Ever talked to AT&T care BG, and NOT let them know who you are? Hell yeah they are going to treat a fanboy like you well… but for the rest of the unfortunate AT&T customers… they are left in the dust
@SER0Lover
Remedy blows. I hate that program.
It’s really the only reason I stick around! That’s and they are by far the CHEAPest!!!!! I laugh when I hear my friends talk to me about their monthly bills, and I get the privilege of saying I get the same thing, but for Half! SUCKERS!
hmmm, Perspective hasn’t weighed in with his/her usual blather about T-Mo and his/her credit issues with them, mainly his/her probable inability to get approved for T-Mo service (gotta be the reason he/she hates them so much). But I digress….
Joshua Karp, thanks for trying to rain on this parade, the obvious bias is duly noted.
T-Mo, keep up the good work! Customer service/satisfaction is about more than resolving issues. It’s about things like setting me up with a Curve 8900 a full 2 weeks before release – and I din’t even have to be with them a full 2 years to do so (Sprint, anyone?). They have handled the few issues I have had with consideration, skill, and what appears to be a genuine desire to help me (the customer) out. Thanks again!
To be fair to BGR, Josh is really the only one who bashes T-Mobile ad nauseum and is unwilling to report any news without slipping in his own ridiculous editorial. It’s unfortunate that he represents this website.
@Jon
Couldn’t agree more that program is more unstable than the Obama Administration.
@backbeat
While I’m not here to defend Tmo I will say the pay is at least 2x what your making it out to be. We talking about a lot more than flipping burgers here.
Yeah Josh, that was kinda lame.
“has one the top honor 7 out of the last 8 years”. It should be: Has WON the top honor. It’s not a number.
CSR1 = Average current pay is $12k. If you had some seniority or years of prior experience with another company at the same level, I would tend to agree with you. That does not appear to be the case, however.
How many administrations have you lived thru in your short adult life?
Without decent coverage, this doesn’t mean anything. Hey, our product sucks, but we sure offer great CS.