updated 05:05 pm EST, Wed February 4, 2009
T-Mobile tops J.D. Power
Wireless provider T-Mobile topped the rankings in the J.D. Power and Associates 2009 Wireless Customer Care Performance Study – Volume 1, scoring 755 out of a possible 1,000 points and edging out competitors Verizon Wireless, at 749, and Alltel, which scored 744 points. The survey asked customers to rate their experiences when dealing with T-Mobile via a phone call with either a live rep or an Automated Response System, in person at a retail location and via the Web.
T-Mobile was found to rank highest in Overall Customer Care Performance and significantly ahead of the industry average. The carrier also had the lowest average hold times for customers, with more than a third reporting waiting less than two minutes before speaking to a representative, and had the highest scores for in-person interactions and in online dealings. The study found that the majority of customers, some 64 percent, deal with their wireless provider over the phone.
“Customer opinions are the most important measurement we have of the service we provide,” said T-Mobile's senior VP of customer service, John Birrer. The J.D. Power & Associates study is based on responses from 13,423 customer responses.
AT&T scored just under the industry average of 723, at 722, while Sprint Nextel was further back, at 657.