If you were T-Mobile, you had to have been upset last year, when Verizon Wireless received the 2008 J.D. Power Customer Care award. T-Mobile, always priding itself in superior customer service, appeared to be hurt by the introduction of FlexPay, and the numerous issues that surrounded the program.
As of today, T-Mobile can smile again and be true to their ?Stick Together? mantra, as they've snatched the 2009 J.D. Power Customer Care Performance Study award back from Big Red, making them the winner for 7 out of the past 8 years. This year, T-Mobile soared in with an index score of 755 on a 1,000-point scale, followed by Verizon Wireless at 749, and Alltel at 744. According to J.D. Power, the following criteria sent the carrier to the top:
- T-Mobile ranked highest among all wireless providers in Overall Customer Care Performance, above all its competitors and significantly ahead of the industry average.
- In interactions between consumers and customer care representatives, T-Mobile ranked significantly above the industry average.
- T-Mobile ranked highest in online customer service and walk-in interactions at retail stores.
- T-Mobile scored well above other wireless carriers and the industry average with the lowest average hold times.
Great news for Magenta and a strong start to 2009. Now that customer service is situated, keep those hot new devices coming and we?ll be happy!
J.D. Power Press Release