J.D. Power and Associates 2007 Wireless Customer Care Performance Study was released on Jan. 25th.
"For a fifth consecutive reporting period, T-Mobile ranks highest among the five largest wireless service providers by creating a positive experience among
customers who contact the carrier for service or assistance."
In overall customer care performance, T-Mobile ranks highest among all wireless
providers, significantly above all of its competitors and the industry average.
T-Mobile’s Automated Response System (voice-prompted assistance) ranks highest among all wireless providers, and significantly above the industry average.
T-Mobile ranks significantly higher than the industry average in customers experiencing a hold time of two minutes or less.
In direct dealings with Customer Service Representatives, T-Mobile is at or above the industry average in all nine variables and significantly above the industry average in seven variables, including Customer Service Representatives’ understanding questions.
T-Mobile ranks highest among all wireless providers in the Walk-In retail segment of the study and is significantly above the industry average in four out of eight variables, including customers’ experiencing a wait time of four minutes or less.