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.
TRY to be a little more bias next time. Really, I couldn’t see it….
Congrats to you, Tmobile !!!
But too bad, all these “awards” don’t mean nothing for the average consumer since they’re not aware of it. They go for the leading two carriers.
Good on Tmo. I’m glad to see them slowly build up coverage and keep their customer satisfaction ratings. I have yet to find any wireless provider that does everything right but at least they are maintaining what they do well (CS) and improving what they do not (coverage in many areas).
What people fail to point out is that T-Mobile (and formerly as VoiceStream) couldn’t possibly hope to have the same level of coverage for two reasons. 1) Because they are relegated to 1900 “PCS” where Verizon and AT&T have 850 “cellular” which propagates better.
Also AT&T and Verizon had a 13 year jump on VS/TM (AT&T/Verizon 1983 vs. VS/TM 1996.)
Of course they keep winning this award, they have the most competetive cheap data and voice rates cause lots of people are ALWAYS gonna flock over to something that’s cheaper.
That means nothing to me though, I, as a T-Mobile customer for 3 years now think that their CC really blows but, that’s just based on my personal experience, i’m not flaming them.Actually, a lot of people I know love their CC, but yeah I guess it varies.
Joshua is a moron. Everyone knows that, HE knows that. Don’t pile on top of him. We’re supposed to have “compassion” for the stupid amongst us in this day and age. Used to be the best and the brightest in America, now the stupidest amongst us with no formal journalistic credentials or standards can write whatever they think with improper grammar and thought and post it for the whole world to see. God bless the new age.
@Mike: That may be true but I get the feeling that a lot of people don’t make their decisions based on who is the cheapest or fastest. The top two carriers in the US are neither the cheapest or the fastest but people clearly see something in them because they are the top two. Whether it be phone selection, coverage in one’s own area, advertising, or customer service, many people obviously choose based on different criteria.
I personally don’t care much about CS because I rarely deal with it. I do look for the cheapest, fastest, and best coverage in my area. Still, others may have a specific device that is only one one carrier and that is enough to justify another $15/month. Or maybe their work subsidizes a certain carrier. Or maybe their parents have a carrier and they just get the same one and keep it as they grow up. There are lots of reasons people choose one over another and that is why I am glad TMo is doing well. I like having my options. I would not be happy if I had to only choose between VZW and ATT. I like having two other national options.
T-Mobile lost the award due to FlexPay’s fiasco
T-Mobile is one of the few companies can stay healthy even under such bad economy
the 3G is decent, just a behind Sprint in terms of performance, VZW is not that great after testing at dealers
@ gquaglia:
People like you like to make ignorant claims like that as if your experience negates everyone else’s experience all over the country.
This is a huge country. T-Mobile works well in many many urban areas and provides roaming outside of their footprint. Sure, they suck in certain areas but I fail to see how you can make such an overgeneralized claim based upon poor evidence.
I’m sorry they have bad coverage inside your department @ Wal-Mart but try a new job and they’ll most likely work much better.
Now I don’t mean to see like I’m coming in here hating on Tmobile (whom I worked for a Tmob dealer and corporate as a sales rep)
But the coverage thay are improving upon is the coverage that ATT and Verizon have already had for years. They are already prepping LTE and Tmobile is still working on their 3G and voice networks filling in the gaps.
Bottom line is if you are happy with TMob that’s great, you already know a majority of people don’t like them so why get on this board and whine about people putting them down?
that ranking is garbage ive had 4 us carriers and t-mobile is hands down the worst everyone i know or work with has a problems with them the only people who would go to t-mobile is people with BAD credit or teenager with no credit no grown man or woman should be on that carrier
i find it hard to believe a csr of anykind is making $12 a year
I like tmobile, their coverage where I’m at is superb. But lately when I call customer care for some issues, it gets transfered to some other country and its really hard to explain the csr. Otherwise its a gr8 service.
Well you must live in some 3rd world country with starting pay that low because when I started with Tmo in 06′ when I was 21 my previous job experience was nothing more than delivering Auto Trader magazines 1 day a week and working at Movie Gallery part time. If you get hired at the call center I was at the starting base is at least 11-12 dollars/hr plus bonuses. Defiantly more than 12k/year. I mean who the Hell in their right mind would put up with T-Mobile’s corporate BS for 12k/year???
It’s good to see that not everyone who reads the posts on this site isn’t a blind Apple fanboy who’s mind isn’t closed to the possibility of good products NOT bearing the Apple Of Shame.
Joshua, you did this to yourself. Grammatical errors aside, you’ve proven that you’re incapable of posting news on this site while remaining impartial in the process. Your clear bias further brings the credibility and integrity of this website into question.
All of that may be a bit much for your simple mind to absorb. Let me simplify it for you: Go start an “I Love Steve” fan club for fanboys like yourself.
“that ranking is garbage ive had 4 us carriers and t-mobile is hands down the worst everyone i know or work with has a problems with them the only people who would go to t-mobile is people with BAD credit or teenager with no credit no grown man or woman should be on that carrier”
So you work in a tollbooth and have 2 friends? If the only people who went to T-Mo were kids/credit risks, they would not be in business. Period.
Let’s discuss this a bit further, since there a several people on here who continually lambast T-Mo’s credit rating threshold.
If you can tell me what the exact number for any of the major carriers that defines their credit rating threshold, I would be interested to hear it. None of the majors will disclose this information, because it makes bad business sense. If you know that you can’t get service based on your numerical credit score, you wouldn’t bother trying, and the majors would lose an opportunity to push a prepay account on you. If you think it’s a gamble when you go to obtain post-paid service, it’s a good sign that you won’t qualify anyway. Why is this continually propogated that the poor credit risk portion of the population (wow, alliteration!) seems to flock to T-Mobile? Provide statistics, facts, numbers, etc., and at that point it becomes acceptable. Until then, stay where you are happy, and lay off the “my friend’s mom’s boyfriend said” crap.
No wireless carrier has good customer service. I guess it is always nice to know who the best of the worst is
@SEROLover who said: “I mean who the Hell in their right mind would put up with T-Mobile’s corporate BS for 12k/year???”
Apparently those working for TMo as a SCR1, as the $12k average figure is specific to TMo’s CSR1 position. Part-timers, possibly?
Always trying to talk bad about them boys in pink! I have to admit the T-Mobile coverage in my area is better then verizon. I live 20 miles away from LA and verizon sucks a$$!!! Dropped calls at least once a day on the most traveled freeways in the world. I’m going back to T-Mobile as soon as the 8900 drops. Should have never left, verizon your service sucks along with your retail reps!
@backbeat
I still have friends that I know in the call center and even the part timers make more than that. I made close to 30k a year when I left as a CSR1 and their part time position is still at least 30 hours/wk so they would still make more than 12k/yr even if they made less hourly. And if by SCR1 you mean a Senior Rep they get a 2-3 dollar raise above a CSR1. I’m not saying Tmo’s pay isn’t good they just are hell to work for. At least in the center I was at. They got a horrible HR department.
@Susanne
The coverage maps speak for themselves. Compare nationwide coverage maps of Verizon, ATT, Sprint and TMO and even a moron could see TMO has the least amount of coverage. Couple that with even worse 3G coverage and you have what amounts to the equivalent of a stinky, turd filled diaper.
Actually, I just had to call TMO over the free companion flight deal, and I must say that they’re so sickly nice it almost made me vomit!
TMO deserves lots of credit. I currently carry two Windows Mobile phones, one onm AT&T and one on T-Mobile. With AT&T, I drop at least 1 call per day. I almost never drop a call with T-Mobile and the calls are much clearer. Once TMO has 3G in my area, I’ll be tempted to ditch AT&T. As for Verizon, I won’t even consider using them again until they have LTE running (a GSM standard with SIM cards). Verizon’s 3G sucks in terms of speed and battery life.
@You Look Adopted
I couldn’t agree more. When I worked for them they made us act like we were lifelong friends with the people we talked to whether they liked it or not. I mean some people have a life and don’t have time to chitchat and I hated having to build a “rapport” with them. After I quit and got Verizon for a while it was so much better talking to people who just wanted to resolve your issue right the first time and not act like they wanted to play 20 questions. I’m just glad I got out of there before they turned me into a mindless troll like everyone else. Its the closest thing to a cult in the American workforce that I know of.
@SEROLover: My apologies, but ‘SCR’ was a typo. The $12k figure I have comes from TMo HR, but I can’t tell you how it is fully accounted for. Just giving you the info available to me.