Nailed it - AGAIN! T-Mobile and Metro Snag #1 Spots in J.D. Power Customer Care Study
July 29 2021 - 9:22AM
Business Wire
What’s the news: T-Mobile scored another #1 ranking from
the J.D. Power 2021 U.S. Wireless Customer Care Mobile Network
Operator Performance Study–Volume 2. This marks 22 times that
T-Mobile takes home the Gold*. Metro by T-Mobile also won the top
honor in its segment** in the J.D. Power 2021 U.S. Wireless
Customer Care Mobile Virtual Network Operator Performance
Study–Volume 2. This is the 10th win for Metro.
Why it matters: “I love being kept on hold and having to
call again and again” said nobody ever. During the pandemic, 78% of
people report they’ve called a company multiple times just to get a
simple resolution1. Not at T-Mobile. Instead, T-Mobile customers
continue to get one-stop solutions from their own Team of
Experts.
Who it’s for: Anyone who wants to have a GREAT customer
experience. Novel, we know.
Nailed it, again! Today, J.D. Power once again announced that
T-Mobile (NASDAQ: TMUS) received the top spot in the J.D. Power
2021 U.S. Wireless Customer Care Mobile Network Operator
Performance Study–Volume 2. T-Mobile has nabbed first place
TWENTY-TWO times*. Metro by T-Mobile is also crushing it – securing
the number one place in its segment in the J.D. Power 2021 U.S.
Wireless Customer Care Mobile Virtual Network Operator Performance
Study—Volume 2 for the 10th time** overall.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20210729005688/en/
T-Mobile scored another #1 ranking from
the J.D. Power 2021 U.S. Wireless Customer Care Mobile Network
Operator Performance Study–Volume 2. This marks 22 times that
T-Mobile takes home the Gold*. Metro by T-Mobile also won the top
honor in its segment** in the J.D. Power 2021 U.S. Wireless
Customer Care Mobile Virtual Network Operator Performance
Study–Volume 2. This is the 10th win for Metro. (Photo: Business
Wire)
T-Mobile has the most wins of any other wireless provider in the
history of the study with a score of 819 - 30 points higher than
the segment average and scoring highest in phone, in-store,
website, app and text services. Metro by T-Mobile scored an 811 in
its segment of the study – 16 points higher than the Segment
Average.
“Throughout this pandemic, our incredible Care team knew just
how critical it was to keep customers connected to their loved ones
and the things that matter most, and they did us proud, once
again,” said Callie Field, Executive Vice President & Chief
Customer Experience Officer at T-Mobile at T-Mobile. “Winning this
award again after this particularly challenging year just
demonstrates that our customer love is absolutely unwavering. And
we’ll continue innovating in Care to keep T-Mobile customers the
happiest in wireless.”
T-Mobile customers get their own highly trained team familiar
with them and their communities. T-Mobile Team of Experts puts
customers first with a dedicated team to answer their call or
message with no bouncing and no BS.
T-Mobile scored highest in phone, in-store, AND website, app and
text services. This year, it’s predicted that there will be a 40%
increase in digital customer service interactions2 so T-Mobile is
doubling down on enhanced technology to give customers flexibility
and more opportunities to self-serve. Tools are available like
biometric login so you don’t have to remember a PIN or passcode
when contacting Care, and Apple Pay integration in the T-Mobile app
for easy shopping, with more to come.
T-Mobile and Metro by T-Mobile continue to get top honors here
for one simple reason: customers come first. For more information
about Team of Experts, go here.
Follow T-Mobile’s Official Twitter Newsroom @TMobileNews to stay
up to date with the latest company news.
Team of Experts is for our postpaid wireless customers.
*U.S. Wireless Customer Care Mobile Network Operator Performance
Study: 2021 (V1 & V2); U.S. Wireless Customer Care Full-Service
Performance Studies: 2020-2018 (V1 & V2), 2016 (V1), 2015 (V2),
2014 (V2), 2011 (V1), 2010 (V2), 2009 (V1 & Tied in V2), 2008
(V1), 2007 (V1 & V2), 2006 (V1 & V2), 2005 & 2004
**U.S. Wireless Customer Care Mobile Virtual Network Operator
Performance Study: Mobile Virtual Network Operator Segment: Metro
by T-Mobile: 2021 (V1 & V2); U.S. Wireless Customer Care
Non-Contract Performance Studies: Non-Contract Full-Service
Segment:
Metro by T-Mobile: 2020 (V1 & V2) Metro PCS: 2018 V1 &
V2, 2014 & 2013 (V1 & V2)
About T-Mobile
T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged
Un-carrier, delivering an advanced 4G LTE and transformative
nationwide 5G network that will offer reliable connectivity for
all. T-Mobile’s customers benefit from its unmatched combination of
value and quality, unwavering obsession with offering them the best
possible service experience and undisputable drive for disruption
that creates competition and innovation in wireless and beyond.
Based in Bellevue, Wash., T-Mobile provides services through its
subsidiaries and operates its flagship brands, T-Mobile, Metro by
T-Mobile and Sprint. For more information please visit:
https://www.t-mobile.com.
1 According to NBC San Diego 2 According to Forrester
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210729005688/en/
Media Contacts T-Mobile US Media Relations
MediaRelations@T-Mobile.com Investor Relations
investor.relations@t-mobile.com http://investor.t-mobile.com
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