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T-Mobile has announced that, for the second year in a row, it ranks highest in business wireless customer satisfaction in J.D. Power’s 2018 U.S. Business Wireless Satisfaction Study. Each year, J.D. Power conducts an independent online survey to measure business customer satisfaction with the top four national wireless providers in three types of businesses: large enterprises (500 or more employees), small- to mid-sized businesses (20-499 employees), and very small businesses (1-19 employees). T-Mobile received the highest satisfaction scores across all three business sizes this year, with even higher overall satisfaction than last year in every segment.
“It should go without saying that every kind of business, from startups to massive multinational Fortune 50 companies, deserves an excellent customer experience—stellar network performance and reliability, transparent billing, actual human customer care, and more,” says Mike Katz, Executive Vice President of T-Mobile for Business. “We know wireless is a mission-critical function for businesses, and we’re obsessed with every aspect of the customer experience, so it’s no surprise that [T-Mobile’s] business customers are the most satisfied in wireless and we keep raising the bar every year.”
J.D. Power also highlighted the importance of dedicated customer care for businesses. The study showed that business wireless customers with an assigned representative for customer assistance have higher satisfaction scores than those who use a general help line. When customers have a specific point of contact, it reduces the amount of time on hold, reduces the likelihood of being transferred, and increases level of understanding. According to J.D. Power, having more direct-contact representatives increases customer service satisfaction and customer loyalty in the long term.
Since the company began providing business-specific offerings in 2015, its business customer base has more than doubled, and now 43 percent of Fortune 1000 companies use T-Mobile. The company has had 19 quarters of the fastest LTE, best in class customer care, 100 percent transparent pricing for businesses, and benefits like unlimited texting and free data roaming in over 210 countries and destinations worldwide. The company also recently launched Team of Experts, a solution to remove phone bots and automated phone menus and to give every postpaid customer a dedicated support team whenever they need help.
The J.D. Power 2018 U.S. Business Wireless Satisfaction Study measured satisfaction with providers of telecommunication voice and data services and based its results on responses from 2,731 wireless customers surveyed between July and August 2018. Satisfaction was measured across six factors: offerings and promotions, cost of service, sales representative and account executive, billing, performance and reliability, and customer service.
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