J.D. Power has announced that T-Mobile has earned the highest scores in the 2019 US Wireless Purchase Experience Study for full-service providers. Also, Metro by T-Mobile is among the highest ranked for non-contract, full-service providers, claiming the second spot in the respective study. This is the fourth win in a row for the company, and T-Mobile has now held been in the top spot for two consecutive years.
In addition, T-Mobile performed well outside of purchase experience. Earlier this month, the company received a record-breaking high score in the J.D. Power 2019 US Wireless Customer Care Full-Service Study. With this, T-Mobile has been ranked number one by J.D. Power for both purchase experience and customer care four times in a row.
“At T-Mobile, we are utterly, unapologetically customer-experience obsessed, and it shows,” says John Legere, CEO of T-Mobile. “We’ve invested where it counts—in our customers—and widened the gap in both care and purchase experience. But we’re not satisfied watching the carriers shrink in the rear-view mirror. Our feet are firmly on the gas and we won’t stop until we have the best customer experience, period. In any industry.”
The J.D. Power US Wireless Purchase Experience Study assesses wireless providers on everything from courtesy and knowledge of in-store and phone reps, to website ease of use, to cost of service. In the study, T-Mobile ranked highest in overall satisfaction at 864 (on a 1,000-point scale), improving on its top score from the January study.
Over the last few years, T-Mobile has made significant investments in the retail and care customer experiences to better serve its growing customer base. The company took its Team of Experts care model nationwide a year ago, aimed at improving customer care and putting customers first with a dedicated team to answer their call or message with “no bots, no bouncing, and no BS.”
T-Mobile has expanded its retail footprint from 3,600 stores to over 5,300 over the past few years, taking the company’s retail presence from last place to second only to the nation’s largest wireless company. As a result of its customer experience efforts, the company has routinely scored higher than the industry average in the study. T-Mobile ranked first across the board, including cost of service, offers, promotions, courteous phone and retail sales representatives, website, and stores.

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