Amid a class action lawsuit over unsolicited text messages, T-Mobile could use some good news. They got it in the form of a J.D. Power and Associates survey of the wireless industry. And for the seventh consecutive survey, T-Mo came out on top in the customer service department. Can’t say I disagree. I’ve never had a problem calling them to get information. Then again, I’m not a customer calling who has a problem with his service or bill. So customer service, knowing I won’t cost them any money, is always nice to me.
“At T-Mobile, our customers are always the No. 1 focus. Receiving an unprecedented seventh award for customer care is something that takes the entire T-Mobile team working together to deliver an exceptional service experience,” said Sue Nokes, Chief Customer and Operations Officer, T-Mobile USA. “This honor demonstrates that T-Mobile’s customer care and retail representatives are one of the best in the business, and their dedication will continue to ensure our customers reap the rewards of their outstanding service.”
This customer service trend actually started when Nokes came on board, so many in the industry credit this achievement to her.
Here’s how T-Mo fared in the survey:
- No. 1 in Overall Customer Care Performance. They are reportedly “significantly above all its competitors and the industry average.”
- No. 1 in Automated Response System (voice-prompted assistance).
- An average hold time of two minutes. That’s insanely low for a wireless carrier.
- Equal to or above the industry average in all nine customer service criteria used in this survey.
Good news from T-Mo. What do you think of their customer service?
Share this Post
Subscribe and Follow
Subscribe to the Going Cellular feed via RSS and follow Going Cellular on Twitter!
{ 0 comments… add one now }