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.
SEROlover, says a lot about you, T-Mobile is a great place to work, if you put effort into it!
backbeat not likely, check your facts. I would like to see your proof, I know that is way to low
T-Mobile gave me the worst customer service ever. I pay (slightly) more for AT&T now, but at least they have provided me better coverage, and friendly customer service.
I am very surprised they rated this high overall. I ended up getting the FCC involved and they sided with me over the issue I had. Painful exerpience.
@john j
Sounds about right. Brainwashed like the rest of em’. Your probably smiling 24/7 like the Enzyte guy too, like all the other minions that work for them. Well I was in the top 100 in my center. It wasn’t that I didnt try.
Why would you even give your p number and everything. Im a tmo tech rep with more brains to do that …Oh yea people continue to hate on tmo, but guess let’s see you sit behind the screen taking call after call and helping out and having pressure to win another jd power award. Im glad we did, to hush out tha haters who always hate. But for the people who has given us tha thumbs up, thanks!! It ain’t ain’t gravy trying to help everyone. We will continue to give great Customer Service and treat you like humans and not another dollar in our pockets …peace
@johnj: To clarify, the $12k is net, not gross. While I can’t provide the info available to me, I can give you what is public:
https://tmobile.recruitmax.com/ENG/Candidates/default.cfm?szCategory=jobprofile&szOrderID=209999&szCandidateID=0&szSearchWords=&szReturnToSearch=1
http://www.payscale.com/af/calc.aspx?job=CSR%20I,%20General%20Care&city=Chattanooga&state=TN
Because we know what’s up. We love to talk to each one of our customers. We ain’t just some robot who reads scripts all day. We care for the fact “we” want our customers to keep in touch “with those who matter the most. One thing for author who took his time to hate on our company, continue to hate cause for kats like you were gonna keep getting them JD power awards. HAHAHAHA!!!
Serolover sounds like an animalistic individualistic piece of garbage. Exactly the type of person NOBODY wants as a CSR when they call customer service. Newsflash kid, nobody gives a damn about your experience. Your job in that position is to provide friendly collegial SERVICE to the customers.
Tmobile was great until they made the sidekick and it started getting popular! The plan use to be 20 dollars now they boost it up to 35 and the cheapest plan is 40 dollars after taxes u be paying 94 dollars which is alot of money sad to say I changed my likeing towards them they have way to many people with those sidekicks to jack up prices and also they have the flexplan which everybody seems to be eligble for what a joke ..those fuckers charge people extra 5 dollars cause u don’t wanna give them ur damn bank card so they could feel more secure every month about getting there money on time assholes I cant wait till another company makes a good popular phone everyone wants so everyone could switch over and leave there greedy asses …I see they care about money more than customers ….there a bunch of cunts
I used to respect At&t because it was the regular guy stable. But now with 7 year olds handling their iphones and 34 year olds like Josh, trying to convince me that a farting application is worth my time. Its just as common as the Gap! I’m suprised they aren’t working on a partnership?
T-Mobile Rules!!!
As a CSR III Pda Tech Support rep @ tmobile. I feel proud to tell people where I work. Knowing not only is T-Mobile striving to give world class customer care. They care about staff as much as they do customers!
There is extensive training and follow up with scoring, mentoring and policy updates that favor our customers and employees!
My call center has won BEST PLACE TO WORK in the State 2-3 yrs running now.
With offering high tech, superior devices finally T-Mobile is turning many more heads and satisfying tenured clients at an all time high with devices like the T-Mobile G1, Blackberry’s 8220 flip, 8320/8900 curve, Samsung behold/ soon-to-be released Memior w/ an amazing 8mb camera phone!!
Job Security is something nice to not have to worry about these days!
p.s.- customers remember we’re people too and wanna help. Be nice no matter how messed up you’re account or device is. we’re ALL HUMAN!
Thank you
I hate calling them. They are all robots…They all sound fake…Who the hell can sound that damn lively and chirpy so late at night. Most female reps sound like blond airheads….and since this is a german own company…they have this hitler way of doing business….they want to tell you about your usage and tell you what you need and dont need. If many of you dont realize this than your in a socialist mind set.
I don’t really care about giving my P number out. I haven’t worked there in months and don’t ever plan on going back. Its so funny listening to all the TMO employees on here talk about how they love helping people keep in touch with those who matter most, like its some kind of prestigious honor. If you want honor go enlist. When I worked for them I was good. I had a high quality average and low ACW HOLD CRT etc. I was the nicest CSR you could want to talk to on the phone. I just hated having to unscrew my damn smile when my shift was over and I hated the way they were run and they’re over the top work ethics. But I got a kick out of when they lost the JD Power award to Verizon. We had this video we had to watch in our team meetings and basically it was Sue Nokes and Robert Dotson asking WTF happened? Hectors comment above is spot on. The real die hard Tmo CSRS sound like damn robots. The problem is they got this paper with Courtesy Concern Knowledge and Timely Resolution points written on it with points you have to hit for each category if you even want a hope in hell of getting a decent score so you got reps trying to rattle each one off even if there on a call where all someone wants to do is check there upgrade eligibility and it has noting to do with they’re reason for calling. And reps get so caught up on following that checklist that they forgot to do things that ensured the customer didn’t have to calls back. Anyways flame all you want at me. I’ll just chalk it up to further reinforcement why I’m glad I don’t work for the Pussy’s in Pink anymore.
Yah when I call Customer Service, I want some morose energy-less unmotivated sounding moron answering my call. You’re a minimum wage call center monkey you jack ass. Your job is to act chirpy and enthusiastic. The last thing I need is some low wage CSR know it all with an attitude who talks endlessly on a forum like he’s a CEO. Learn your place in society. Low paid call center garbage can’t be choosers.
@Chris Meyers
Well if 14.95/hr is minimum wage where you are lemme know where that is because I’m moving today. Your like a neutered dog. You just don’t GET it, do you?
Wow, there’s an actual debate going on about$12/hour jobs and $30k/year? Are you guys for real? These numbers don’t even BEGIN to impress anyone…. And really, you worked as a CSR for a phone company, which qualifies you to do what? Not much else. Good luck in the real world!
Rambling thought of the day…..
BFD! IF you pay JD Power enough money, you can be the most popular, most durable, have the biggest poto on the planet…..
And who the F\/cK is JD Power anyway? Why should we care….
as a tmo employee im proud of what our company has achieved in terms of the JD Power awards, and also top 100 best place to work!!. i dont see verizon, att, sprint on that list. So kudos to all
@mpG4life
That free WiFi they got at McDonalds comes in handy don’t it? Lets you post on BGR via your PSP while your flippin burgers in the kitchen. Very nice!
Tmobile sucks! They treat their employees like crap. When you call in to customer service, have some damn respect and don’t keep the reps on the phones so long with your BS! You know the average time they can spend on one call is 6 minutes. SO if you are taking up 30 minutes with your whining BS, what does that do for everyone else?
I worked for T-mobile for 3 years and as far as customer service most the reps are going to give you the sickingly sweet crap but actually do not care and will not dig into the situration to really get it resolved. If you are a rep who digs into the proublem to find out the answer and just profesional that is not what they want they want you to BS the customer and get them off the phone
At this sme time last year i would have whole hartedly agreed….having been a loyal customer since 2003 I have re-newed my contract time and time again becuae of the great customer service they USED TO provide…i now cant wait for it to end to switch providers.
NOW you call and are hold for ever only to get a person who doesnt speak good english and is clearly reading from some scripted text that outlines many different scenarios which may occur….you explain your issue and theyll read that section for you…..its awfull.
I could go on and on but suffice it say i dont think they’ll receive this award again.
07-11-2009 T-MOBILE IS THE WORST!!! I was on hold for 52 minutes last night before I gave up! Today I stayed on hold for 44 minutes before I hung up! I NEVER GOT THROUGH TO ANYONE!!! ALL THAT TIME ON HOLD WAS TO TRY TO FIX MY TEXT MESSAGING FEATURE, WHICH HAS BEEN OUT OVER A MONTH!!! SAVE YOURSELF ENORMOUS TROUBLE BY GOING WITH A DIFFERENT CARRIER!!! THEIR DATA SERVICE IS LESS THAN SPOTTY, IF YOU GO FROM YOUR LIVING ROOM TO THE BEDROOM, IT DROPS!!! IF YOU GO WITH THEM YOU BETTER BE DIRECTLY UNDER ONE OF THEIR TOWERS IF YOU HOPE TO GET A SIGNAL!!!
This story is a fabrication. As a Tmobile customer I have never had to wait on any form of service. The wait time will NEVER exceed two minutes. 52 minutes of hold is an obvious lie.
you must not have had any reason to call them in recent months……the hold times are very long 52minutes is about right not to mention all of the time you spend on the line with the rep (any of them) who seemingly cant help on their own so they’ll ask you to hold time and time again to “check on that”
Cant wait for my contract to end!