T-Mobile & Metro by T-Mobile Nab J.D. Power’s Top Spots for Wireless Customer Care

New decade, still crushing it.J.D. Power today announced that T-Mobile (NASDAQ: TMUS) has received a record-breaking highest score in the J.D. Power 2020 U.S. Wireless Customer Care Full-Service Performance Study—Volume 1, again. This marks the 19th time T-Mobile has ranked highest among full-service providers – more than anyone in the history of the study! And Metro by T-Mobile claimed the top spot, placing first in the J.D. Power 2020 U.S. Wireless Customer Care Non-Contract Performance Study — Volume 1 among Full-Service wireless providers.

“We launched Team of Experts in August 2018, and we’ve taken the top J.D. Power Wireless Customer Care spot every single time since — that’s no coincidence, it’s just proof that our game-changing customer-first model WORKS,” said John Legere, CEO of T-Mobile. “Team of Experts completely revolutionized Care, giving customers access to real humans, 24/7 … no bots, no bouncing, no BS. We’re the only ones doing customer care this way — the right way — and it’s no surprise we continue to outscore the competition over and over again!”

T-Mobile scored an 848 in the Study, that’s 43 points higher than the wireless industry average. And, the Un-carrier earned top scores in both Assisted Care and Unassisted Care, demonstrating T-Mobile customers are the most satisfied in wireless no matter how they prefer to reach their T-Mobile Care team… calling, texting, going online or heading to a store.  

“This incredible Care team has once again broken our own record! We’ve taken the top spot with J.D. Power EVERY TIME since launching Team of Experts. That’s not a coincidence … that’s a plan!” said Callie Field, EVP of Care at T-Mobile. “When you get the bots out of the way and connect customers to real customer-experience-obsessed people, like we did with Team of Experts, it’s an absolute game changer.”

In 2018, T-Mobile launched Team of Experts, a reinvigorated care experience for not just the wireless industry but for customer care organizations across the world. With a dedicated team of real people available to answer their call or message 24/7, Team of Experts promises no bots, no bouncing, and no BS. When a Magenta postpaid customer calls their T-Mobile Team of Experts, they know they will get a real person delivering real help, every time. It’s no surprise that T-Mobile delivers an unprecedented level of customer delight that’s unmatched among Full Service wireless providers. And the Un-carrier has the J.D. Power results to show it.

The J.D. Power results demonstrate a strong customer appreciation for the T-Mobile care experience, whether it be on the phone, in-store, via online chat, or easily navigating self-serve options. And while self-service options like the T-Mobile App and MyTMobile.com make life easier, T-Mobile Team of Experts got high marks for being well informed, clear communicators, courteous, prompt in responding and quick to resolve customer issues.