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T-Mobile Once Again Wins JD Power Wireless Retail Customer Satisfaction Award

jd-power-award JD Power and Associates needs to simply call this award the T-Mobile award. T-Mobile just won the Wireless Retail Customer Satisfaction category for the 8th time in the last 11 studies since 2004. In a nutshell T-Mobile always wins by having the nicest sales staff and the best prices/promotions. The price is a no brainer since T-Mobile is the low cost carrier. The thing I always liked about T-Mobile is that their customer service call center is open 24 hours a day compared to AT&T which closes every night. UPDATE: Thanks to BlackBerry_Junkie for letting me know that T-Mobile Customer Service is no longer open 24/7.

I am kind of curious. How do you find your carriers customer service staff?

Full press release below:

T-Mobile USA Repeats Highest Ranking in Wireless Retail Customer Satisfaction by J.D. Power and Associates

Independent Study Places T-Mobile at the Top of the Wireless Industry for Retail Customer Experience

BELLEVUE, Wash.–(BUSINESS WIRE)–Today T-Mobile USA, Inc. received the highest ranking in the J.D. Power and Associates 2010 Wireless Retail Sales Satisfaction StudySM – Volume 1. Building on a legacy of recognition reflecting T-Mobile’s commitment to delivering an industry-leading retail experience, this is the eighth such top ranking from J.D. Power and Associates in the Wireless Retail Sales Satisfaction Study’s past 11 volumes, dating back to 2004.1

“We’re very excited to be named the wireless industry’s highest-ranked retail sales and service provider. This achievement further underscores our commitment to providing a great sales and service experience to our customers”

“We’re very excited to be named the wireless industry’s highest-ranked retail sales and service provider. This achievement further underscores our commitment to providing a great sales and service experience to our customers,” said Paula Lentini, vice president, retail sales and operations, T-Mobile USA. “I am very proud of our frontline employees who deliver customer delight every day and with every interaction.”

Study results released today by J.D. Power and Associates show customers rate T-Mobile highly in factors measured to determine overall retail performance. Among the key factors used to measure performance are sales staff and price/promotion, for both of which T-Mobile received the highest ranking. The following results are indicative of T-Mobile frontline employees’ commitment to customer satisfaction at retail locations, and of value T-Mobile offers customers who visit those retail locations:

  • Sales staff. T-Mobile ranks highest in this category. Attributes measured include courtesy and friendliness of the salesperson; concern that customers purchase the best service plan/phone for their calling needs, ability to answer customer questions, speed of service and length of time needed to complete paperwork.
  • Price and promotion. T-Mobile ranks first overall among carriers in the price and promotion category, and significantly above the industry average in attractiveness of additional price/product incentives and competitiveness of rebates/discounts offered on service plans.

Results of the 2010 J.D. Power and Associates Wireless Retail Sales Satisfaction StudySM – Volume 1 are based on 8,000 Internet survey interviews conducted between July 2009 and December 2009.

More information about J.D. Power and Associates studies can be found at

10 total comments on this postSubmit your comment!
  1. So far been with tmo for over 3yrs and so far have not had a problem with them. Great customer service.

  2. I haven’t had any with their customer service as well. They really go beyond to help your needs.

  3. T-Mobile ROCKS. I switched from AT&T over to them a little over 6-7 years ago. They’ve been amazing. Living in NYC, pretty much all the networks works GREAT. However, AT&T would drop my calls way too many times esp in my apt. And well, now with TMo & Wifi… I never even end up using 1/2 my minutes. :)))

    Totally went off subject LOL… their service is AMAZING! Esp their Blackberry Techs, not only helpful but super-friendly. They totally deserve it! Gooooooooo TMO!

  4. I’ve been w/ T-Mo for over 4 years now and love their customer service… though their coverage can be a bit spotty. Just to correct a part of the post that’s incorrect though, T-Mo’s customer service is no longer open 24 hours.

    Per their website: Customer Care representatives are available from 6 a.m. to 10 p.m., 7 days a week. Automated account help is available 24 hours a day, 7 days a week.

    • So T-Mobile is no longer open 24/7??? When did this happen? I remember I used to call them at like 3AM 🙂

      • That’s incorrect. I called last night at 1 AM EST and I was surprised to get a BlackBerry tech on the line to solve my UMA problem. I asked him their hours and he said they are open 24/7. Not sure why their site would say different hours.

    • I’ve called at 4 AM and have talked to sales, and then a Blackberry Tech from Tmo just by dialing 611 from my cellphone. They’re available 24-7.

      • CORRECTION: Did not talk to sales, was told to call back at certain time to buy/upgrade my blackberry. Tech however available 24-7. Either way, was always able to get a LIVE person.

  5. Actually, T-Mobile’s technical support department is open 24/7 still, it’s just customer care and a few other little things that aren’t.

  6. Idk I had tmo for over 5 years and even tho I do agree their customer service is great and prices are great but I just have have horrible service or lack of it and the internet on their smart phones is way too slow for my taste

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