T-Mobile and MetroPCS Lead the Pack in J.D. Power Wireless Purchase Experience Studies
February 15 2018 - 9:03AM
Business Wire
T-Mobile ranks highest in EVERY factor among
full-service providers and MetroPCS tops the list in non-contract
segment in latest J.D. Power studies
J.D. Power today announced that T-Mobile and MetroPCS (NASDAQ:
TMUS) topped the lists of the 2018 J.D. Power U.S. Wireless
Purchase Experience Studies for full-service and non-contract
providers, respectively. T-Mobile swept every category in the
full-service study, including cost of service, offerings and
promotions, phone sales representative, website, store sales
representative and facility.
The 2018 J.D. Power U.S. Wireless Purchase Experience
Study—Volume 1 assesses wireless providers through different
purchasing factors, measuring everything from knowledge and
courtesy of in-store and phone reps, to website appearance, ease of
navigation and cost of service. In the studies, both T-Mobile and
MetroPCS ranked highest in overall satisfaction in their respective
segments, T-Mobile at 855 (on a 1,000-point scale) – 17 points
above average – and MetroPCS scoring 7 points above average at
858.
“The teams at T-Mobile and MetroPCS are completely
customer-obsessed, and I’m thrilled that they’re recognized for it,
again and again and again,” said John Legere, president and CEO of
T-Mobile. “Our retail, care and web teams are rockin’ it – going
above and beyond for our customers, and making us proud. This is
how a great wireless experience should feel!”
That great customer experience is a direct result of big
investments T-Mobile has made to amp up the retail, web and phone
experience in recent years. Among other things, T-Mobile and
MetroPCS opened up nearly 2,800 new retail stores last year –
bucking national retail trends – to serve customers in more places
its network now covers. And, T-Mobile has entirely redone its
retail training and support programs, focusing on bringing the
Un-carrier to life for customers in retail stores. In addition, the
company has completely redesigned T-Mobile.com to create a more
immersive and connected experience that revolves around the
customer, seamlessly connecting the shopping experience between
online, in-store and on the phone. And the Un-carrier fully
reimagined the telesales experience by empowering their digital
frontline with powerful new technology – including call analytics –
enabling faster, better, more personalized experiences for
customers.
T-Mobile and MetroPCS have been topping customer satisfaction
lists all year long, including notching the highest marks ever in
the most recent J.D. Power Wireless Customer Care Studies and
T-Mobile ranking highest in J.D. Power’s latest 2017 U.S. Business
Wireless Satisfaction Study, outperforming the competition with
businesses of every size. T-Mobile also consistently ranked #1 in
Overall Customer Satisfaction and Likelihood to Recommend1 in 2017
according to the latest national survey from the leading consumer
opinion tracker, which surveys more than 360,000 mobile phone
customers annually. Add to that the recent YouGov Brand Index which
ranked T-Mobile #1 in overall customer satisfaction throughout
2017, and you’ve got a brand that’s built on the happiness of its
customers.
MetroPCS is the flagship prepaid brand of T-Mobile US, Inc., and
a leading provider of unlimited data, talk and text plans with
taxes and regulatory fees included — so there are no surprises,
period. MetroPCS offers the freedom and convenience of an
affordable, no annual contract wireless service, on a reliable
network that covers 99% of people in the U.S. with talk and
text.
For more information about T-Mobile and MetroPCS J.D. Power
rankings, please visit www.jdpower.com.
1. Based on HarrisX Mobile Insights survey data using
subscriber’s self-reported rating of Overall Satisfaction on a
scale from 1 (Least Satisfied) to 10 (Most Satisfied). Likelihood
to Recommend is on a scale from 0 (Extremely Unlikely) to 10
(Extremely Likely). Underlying source data is estimation based on
national survey of 90,000 quarterly mobile phone users, Jan through
Dec 2017
About T-Mobile US, Inc.
As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is
redefining the way consumers and businesses buy wireless services
through leading product and service innovation. Our advanced
nationwide 4G LTE network delivers outstanding wireless experiences
to 72.6 million customers who are unwilling to compromise on
quality and value. Based in Bellevue, Washington, T-Mobile US
provides services through its subsidiaries and operates its
flagship brands, T-Mobile and MetroPCS. For more information,
please visit http://www.t-mobile.com.
About J.D. Power
J.D. Power is a marketing, consumer intelligence, and data and
analytics company that helps its clients measure, understand, and
improve the key performance metrics that drive their growth and
profitability. J.D. Power’s industry benchmarks, unique data and
analytics platform and reputation for independence and credibility
has established the company as one of the world’s most well-known
and trusted providers of Voice of the Customer insights.
Established in 1968, J.D. Power is headquartered in Costa Mesa,
California, and has offices in North/South America, Asia Pacific,
and Europe. For more information on car reviews and ratings, car
insurance, health insurance, cell phone ratings, and more, please
visit JDPower.com.
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