J.D. Power announced that T-Mobile and Metro by T-Mobile have once again led the pack, earning the highest scores in their 2019 U.S. Wireless Purchase Experience Studies, Volume 1 for full service providers and non-contract full-service providers respectively. This is the fourth time T-Mobile has ranked highest, and the third win in a row for the Un-carrier. Metro by T-Mobile has snagged top honors in the study three times.
The J.D. Power U.S. Wireless Purchase Experience Study assesses wireless providers through different purchasing factors, measuring everything from knowledge and courtesy of in-store and phone reps, to website appearance, ease of navigation and cost of service. In the study, T-Mobile ranked highest in overall satisfaction at 854 (on a 1,000-point scale) – significantly higher than the industry average.
“Our retail and care teams are simply the best in the business – we’re tops in Customer Care and now Purchase Experience, too,” said John Legere, CEO of T-Mobile. “All that winning takes an incredibly driven and talented team, working together to keep our customers the happiest in wireless like it’s their job – because it is! And they’re fantastic at it!”
T-Mobile is all-in on the customer love, having made significant investments over the past year in retail and care. In August, the Un-carrier rolled out its groundbreaking Team of Experts model nationwide – a dedicated team to help customers whenever they call or go online, with no bots and no BS. And, in the last two years, T-Mobile has grown its retail footprint to over 5300 branded retail locations to deliver great Un-carrier experiences in-person, in even more locations across the country. And Metro by T-Mobile has over 10,000 branded retail locations across the U.S.
All of those customer-focused investments helped T-Mobile rank highest in nearly every category in the full-service J.D. Power study, including cost of service, offerings and promotions, phone sales representative, website and facility.
And, T-Mobile has long been topping customer satisfaction lists and is consistently ranked #1 in customer care studies from J.D. Power. Just last month, the Un-carrier received the highest score in the 2019 J.D. Power U.S. Wireless Customer Care Full-Service Study—Volume 1 for the third time in a row and the 17th time overall, topping the rankings more times than any other wireless provider in the history of the study. In October 2018, for the second year in a row, T-Mobile ranked highest in business wireless customer satisfaction in J.D. Power’s latest 2018 U.S. Business Wireless Satisfaction Study, outperforming the competition with business customers of every size.