T-Mobile USA Ranks Highest in Customer Care Satisfaction Study

Mobile phone carrier T-Mobile USA, Inc. seems to be the company that can offer the best services to its customers. Once again, J.D. Power and Associates announced that this operator ranked first in its 2010 Wireless Customer Care Performance Study - Volume 2. Moreover, T-Mobile is said to have been the only wireless carrier earn the highest ranking.

“We are honored to be recognized as the wireless industry’s highest ranked customer service provider,” says Brian Brueckman, group vice president, customer service, T-Mobile USA. “This award is a reflection of our frontline employees’ commitment to customer delight as well as our entire organization’s focus on helping customers realize the full potential of our great products and services.”

According to the wireless carrier, the new honor is meant to prove that T-Mobile is committed to offering a superior customer experience. The study offers a detailed report based on the experience consumers receive with the carrier via various means, including on the phone with customer service representatives, through an automated response system (ARS), at T-Mobile retail stores, or on the carrier's website.

The study shows the following:
- T-Mobile is the sole highest-ranked among all wireless providers in Overall Customer Care Performance, and significantly above the industry average.
- In direct interactions with customer service representatives, T-Mobile scores higher than any other wireless provider.
- On calls that began with the ARS and transferred to a customer service representative, T-Mobile leads all wireless providers.
- For customers walking into a retail store for service, T-Mobile scores above industry average.

The 2010 Wireless Customer Care Performance Study – Volume 2 has been based on the responses of a number of 9,690 wireless customers in the United States, all of which have had a customer care experience during the past six months. The interviews were conducted between January and June of 2010. This is the second time this year when T-Mobile receives the said distinction. The carrier ranked highest for retail customer satisfaction in the J.D. Power and Associates 2010 Wireless Retail Sales Satisfaction Study - Volume 1. More info on this can be found here.

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