T-Mobile USA Repeats Highest Ranking in Wireless Retail Customer Satisfaction

by Collin Sorp

4 March 2010 One Comment

They did it again. What a surprise! T-Mobile continues to be up on top once again when it comes to customer satisfaction. “We’re very excited to be named the wireless industry’s highest-ranked retail sales and service provider. This achievement further underscores our commitment to providing a great sales and service experience to our customers,” said Paula Lentini, vice president, retail sales and operations, T-Mobile USA. “I am very proud of our frontline employees who deliver customer delight every day and with every interaction.” From my past experiences, I can’t even beg to differ. When switching from T-Mobile to AT&T, I saw a huge decline with customer service both in store and over the phone. Just put a few more towers up in the states and I’d consider going back! Hit the jump for the full press release.

BELLEVUE, Wash. – March 4, 2010 – Today T-Mobile USA, Inc. received the highest ranking in the J.D. Power and Associates 2010 Wireless Retail Sales Satisfaction StudySM – Volume 1. Building on a legacy of recognition reflecting T-Mobile’s commitment to delivering an industry-leading retail experience, this is the eighth such top ranking from J.D. Power and Associates in the Wireless Retail Sales Satisfaction Study’s past 11 volumes, dating back to 2004.1

“We’re very excited to be named the wireless industry’s highest-ranked retail sales and service provider. This achievement further underscores our commitment to providing a great sales and service experience to our customers,” said Paula Lentini, vice president, retail sales and operations, T-Mobile USA. “I am very proud of our frontline employees who deliver customer delight every day and with every interaction.”

Study results released today by J.D. Power and Associates show customers rate T-Mobile highly in factors measured to determine overall retail performance. Among the key factors used to measure performance are sales staff and price/promotion, for both of which T-Mobile received the highest ranking. The following results are indicative of T-Mobile frontline employees’ commitment to customer satisfaction at retail locations, and of value T-Mobile offers customers who visit those retail locations:

Sales staff. T-Mobile ranks highest in this category. Attributes measured include courtesy and friendliness of the salesperson; concern that customers purchase the best service plan/phone for their calling needs, ability to answer customer questions, speed of service and length of time needed to complete paperwork.
Price and promotion. T-Mobile ranks first overall among carriers in the price and promotion category, and significantly above the industry average in attractiveness of additional price/product incentives and competitiveness of rebates/discounts offered on service plans.

Results of the 2010 J.D. Power and Associates Wireless Retail Sales Satisfaction StudySM – Volume 1 are based on 8,000 Internet survey interviews conducted between July 2009 and December 2009.

-by Collin Sorp