Today, for the third consecutive year in a row, T-Mobile has won the highest ranking in wireless retail customer satisfaction by J.D. Power and Associates. According to the press release (below), Magenta customers are are highly satisfied with their providers' sales staff, pricing and promotions, cleanliness and layout of T-Mobile stores, and the store display. As the nations number four carrier T-Mobile has a long way to go to make it to the top, but providing a stellar customer experience is a great way to start, and the company acknowledges that its the employees that make the difference.
According to Lisa LaFosse, Senior VP of retail sales for T-Mobile USA, “Our employees are responsible for creating and delivering an outstanding experience for every T-Mobile customer, from the first moment they walk into a T-Mobile store, and we’re proud that wireless customers have rated T-Mobile highest again for our service. We are honored to receive the highest retail ranking for the third time in a row – it’s a demonstration of the professionalism of our retail sales team and our customer service partners. Most important, it reflects our continued success delivering an industry-leading service experience our customers and their families depend on.”
Hopefully for Magenta, a little customer satisfaction will continue to go a long way!
Via TmoNews
T-Mobile’s Retail Customer Experience Ranked Top of the Wireless Industry
by J.D. Power and Associates in Third Consecutive Study
BELLEVUE, Wash. – Aug. 12, 2010 – The accolades continue to pour in as T-Mobile USA, Inc. maintains its focus on the most important contributor to the company’s success: our customers. 1
Today, T-Mobile earned the highest ranking in the J.D. Power and Associates 2010 Wireless Retail Sales Satisfaction StudySM Volume 2, the third consecutive highest ranking for T-Mobile in that study.
“Our employees are responsible for creating and delivering an outstanding experience for every T-Mobile customer, from the first moment they walk into a T-Mobile store, and we’re proud that wireless customers have rated T-Mobile highest again for our service,” said Lisa LaFosse, senior vice president, retail sales, T-Mobile USA. “We are honored to receive the highest retail ranking for the third time in a row – it’s a demonstration of the professionalism of our retail sales team and our customer service partners. Most important, it reflects our continued success delivering an industry-leading service experience our customers and their families depend on.”
Today’s honor from J.D. Power and Associates is the latest accolade demonstrating that T-Mobile continues to set the standard for retail sales satisfaction in the wireless industry. In each of the dimensions for which the study measures customer satisfaction, T-Mobile scores above the wireless industry average. These dimensions include sales staff, price/promotion, store facility and store display. The following results are indicative both of T-Mobile employees’ commitment to customer satisfaction at retail locations, and of the value customers receive at those locations:
Sales staff. T-Mobile scores above the industry average in this dimension that measures customer satisfaction with the courtesy, speed and knowledge of retail sales employees.
Price/promotion. T-Mobile scores significantly above the industry average in this dimension that measures customer satisfaction with the competitiveness of devices and service plans, as well as the attractiveness of price or product incentives.
Store facility. T-Mobile ranks highest in the industry, and significantly above the industry average, for this dimension that measures customer satisfaction with retail stores’ cleanliness, layout, convenience and variety of devices available.
Store display. T-Mobile ranks highest in the wireless industry in this dimension that measures customer satisfaction with the accessibility and ease-of-use of in-store displays, informational materials and demonstration units.
Results of the 2010 J.D. Power and Associates Wireless Retail Sales Satisfaction StudySM Volume 2 are based on 7,972 Internet survey interviews conducted between January 2010 and June 2010.
In addition, only two weeks ago T-Mobile received the highest ranking in the J.D. Power and Associates 2010 Wireless Customer Care Performance StudySM Volume 2, demonstrating the company’s commitment to delivering superior customer service online and over the phone, as well as in retail stores
More information about J.D. Power and Associates studies can be found at http://www.jdpower.com.
