Happiest Customers — AGAIN! T‑Mobile & Metro Grab J.D. Power’s #1 Spots for Customer Care in Wireless
05 February 2021 - 12:25AM
Business Wire
What’s the news: T-Mobile nabbed another
record-breaking win from the J.D. Power 2021 U.S. Wireless Customer
Care Mobile Network Operator Performance Study–Volume 1 for the
21st time*. Metro by T-Mobile also took top honors for the 9th
time** among Mobile Virtual Network Operators in the J.D. Power
2021 U.S. Wireless Customer Care Mobile Virtual Network Operator
Performance Study – Volume 1.
Why it matters: During the pandemic 75% of Americans
surveyed said that their customer service has gotten worse1, Yet,
T-Mobile continued providing customers with an awesome customer
experience on the phone, on their website, in store, via app and
through social media.
Who it’s for: Anyone who wants and deserves excellent
customer service — no matter what is going on.
T-Mobile delivers customer care like no other. Today, J.D. Power
announced that T-Mobile (NASDAQ: TMUS) received the top spot in the
J.D. Power 2021 U.S. Wireless Customer Care Mobile Network Operator
Performance Study–Volume 1, yet again earning more top honors than
any other wireless provider in the history of the study. That’s 21
times* that T-Mobile rocked first place. And Metro by T-Mobile
again topped their segment in the J.D. Power 2021 U.S. Wireless
Customer Care Mobile Virtual Network Operator Performance Study –
Volume 1, now for the 9th time**!
Early in the pandemic, T-Mobile moved almost its entire customer
care workforce out of 17 call centers across the US and into a work
from home operation. The Un-carrier figured out technology needs
and work from home policies for the entire team and moved almost
14,000 employees in just 20 days — and sometimes the timeline was
even tighter. In New Mexico, T-Mobile completely transformed two
call centers — 1,100 people — to a work from home operation in just
48 hours. Today, 95% of customer experts nationwide are taking
calls remotely from their homes and now, after nearly a year,
employees are still keeping safe and customers are staying
connected and happy — as demonstrated by today’s J.D. Power
win.
“Our experts always put customers FIRST in order to provide the
attention, know-how and empathy they deserve, especially now when
our customers need it the most. So, winning this award is huge. Our
care teams have been finding solutions for every customer,” said
Callie Field, EVP of Customer Care at T-Mobile. “This team is
awesome, flexible and committed to helping our customers.”
Over two years ago, T-Mobile turned the tables on traditional
customer care and developed an innovative, high-touch approach
where every customer gets their own dedicated Team of Experts.
Along with other factors, this approach helped T-Mobile earn this
top honor 21 times* which is more than any other wireless provider
in the history of the study and seven times in a row. T-Mobile
scored an 832 — that’s 30 points higher than the segment average,
scoring highest n Phone, Website, Store, App and Social Media
Service factors. This is Metro’s third consecutive win, and its
9th** Care win. Metro scored an 829 among Mobile Virtual Network
Operators in their study. This score is 17 points higher than the
segment average, scoring highest in Phone, Store and Text Service
factors. Metro by T-Mobile has earned the most awards for having
the Best Customer Service among Wireless Mobile Virtual Network
Operators according to J.D. Power.
Follow T-Mobile’s Official Twitter Newsroom @TMobileNews to stay
up to date with the latest company news.
Team of Experts is for our postpaid wireless customers.
*U.S. Wireless Customer Care Mobile Network Operator Performance
Study: 2021 (V1); U.S. Wireless Customer Care Full-Service
Performance Studies: 2020-2018 (V1 & V2), 2016 (V1), 2015 (V2),
2014 (V2), 2011 (V1), 2010 (V2), 2009 (V1 & Tied in V2), 2008
(V1), 2007 (V1 & V2), 2006 (V1 & V2), 2005 & 2004
**U.S. Wireless Customer Care Mobile Virtual Network Operator
Performance Study: Mobile Virtual Network Operator Segment: Metro
by T-Mobile: 2021 (V1); U.S. Wireless Customer Care Non-Contract
Performance Studies: Non-Contract Full-Service Segment: Metro by
T-Mobile: 2020 (V1 & V2) Metro PCS: 2018 V1 & V2, 2014
& 2013 (V1 & V2)
About T-Mobile
T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged
Un-carrier, delivering an advanced 4G LTE and transformative
nationwide 5G network that will offer reliable connectivity for
all. T-Mobile’s customers benefit from its unmatched combination of
value and quality, unwavering obsession with offering them the best
possible service experience and undisputable drive for disruption
that creates competition and innovation in wireless and beyond.
Based in Bellevue, Wash., T-Mobile provides services through its
subsidiaries and operates its flagship brands, T-Mobile, Metro by
T-Mobile and Sprint. For more information please visit:
https://www.t-mobile.com.
1 NBC Nationwide Survey, Nov. 2020
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