TMobile earns high marks from business customers

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teleguy
Enthusiast

May 6, 2005, 1:11 AM

Post #1 of 2 (1104 views)

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Is the wireless industry as a whole getting more level, as shown by the latest Customer surveys? Less than 6% difference separated the top company from the bottom, with everybody else in between. Is there that little difference between the best and the worst?

(Not sure if that makes all the carriers Outstanding or The Pits.)

The rankings seem to be either an indication of very little to distinguish one carrier from another. OR it may indicate consumer's tendencies to answer questions all the same, no matter what they are asked.

What do you think? Are all carriers that good? Or that bad?

Consumer passivity does tend to be evident by the number of folks who will buy a phone, not return it within the grace period even if they are less than satisfied, and then spread the misery for the 2 year term of their contract.

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T-Mobile USA tops ranking for business customer satisfaction

May 4, 2005

T-Mobile USA Inc. again topped a J.D. Power and Associates ranking, this time garnering the highest overall customer satisfaction among wireless voice and data service for business customers as part of J.D. Power and Associates 2005 Business Wireless Satisfaction Study. T-Mobile USA topped a trio of consumer-focused studies released by J.D. Power and Associates last year.

T-Mobile USA posted an industry-leading score of 744 in the business study, just nipping Verizon Wireless with 737 points. J.D. Power and Associates noted that T-Mobile USA performed well across all factors in the study, including sales representatives/account executives, billing, offers and promotions, cost of service and customer service.

"As we have found in the consumer segment of other wireless studies the firm conducts, T-Mobile has differentiated itself from the competition in areas related to the cost of running a business, specifically creating a sense of value for the services offered," said Kirk Parsons, senior director of wireless services for J.D. Power and Associates. "In the business community, cost-related issues such as initial equipment purchases and upgrades, service plan offerings, promotional packages, system integration and even billing options are important elements that impact the daily decision-making process. T-Mobile appears to be meeting these needs in a cost-effective manner."

Verizon Wireless was singled out for performing well in call quality, performance/reliability and company image categories of the study.

Cingular Wireless L.L.C. posted a score of 711 in the study-which was below the industry average score of 717-followed by Sprint PCS with 709 points and Nextel Communications Inc. with 704 points.

The study also found that offerings and promotions were of greater importance to midsize and large businesses with more than 100 employees, whereas performance and reliability were more important for small businesses with fewer than 100 employees.

Overall, the study noted that businesses spent an average of $4,116 per month for wireless voice service and $2,859 per month for wireless data services. Nearly 90 percent of businesses surveyed said they subscribed to a voice-calling plan compared with 54 percent of businesses that said they subscribed to a data plan. Roughly one-third said their wireless service included push-to-talk capabilities, 17 percent said they subscribed to international roaming access, 15 percent included wireless modem access via personal computers, and 5 percent accessed packet services using PC cards.

teleguy
Enthusiast

Jun 20, 2005, 10:14 AM

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Repeating the trick with consumers, TMobile tops the JD Power Customer Care rankings.

In an industry not known for exceptional customer service, TMobile has moved ahead of the crowd in this vital area. (JD Power has separate surveys for Customer Care in six regions of the USA. Also separate evaluations are held for Wireless Call Quality, Wireless Phone (handset) Satisfaction, and Wireless Retail Sales Performance.)

TMobile definitely seems to have earned kudos from its customers.

How has your experience with TMobile, or another carrier, impressed you? Or not?

Who would have gotten YOUR vote for exceptionally good (or not) Customer Care?

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T-Mobile USA Repeats as Highest Ranking in Wireless Customer Care by J.D. Power and Associates

For the Second Straight Year, T-Mobile Customers Say they Get More® Service

BELLEVUE, Washington - 06/08/2005 — What's better than being named "Highest Ranked Wireless Customer Service Performance" by J.D. Power and Associates? Doing it two years in a row. T-Mobile USA, Inc. today announced it once again topped J.D. Power and Associates Wireless Customer Care Performance Study.

In J.D. Power and Associates' 2005 study of wireless consumers, T-Mobile again ranked higher than all of its competitors for overall customer care performance. The study provides a detailed report card based on consumer experiences on the phone with T-Mobile customer service professionals; in-person at T-Mobile retail stores; and online at www.t-mobile.com.

"We have put our customers at the top of our priority list at T-Mobile," said Sue Swenson, chief operating officer for T-Mobile USA, Inc. "As a result, our efforts are focused on providing our customer service and sales professionals with the training and tools needed to create the best possible service experience. The J.D. Power and Associates ranking reinforces that we are focused on the things that matter most to customers."

T-Mobile scored particularly well for answering customer calls promptly and resolving issues or questions during the first call for support. According to the study, T-Mobile significantly improved on last year's highest-ranking performance overall within the telephone channel among its customer service professionals.

According to T-Mobile, in a highly competitive industry, customer service is a clear differentiator for the company. "Our customer service professionals, along with our sales team, carry the T-Mobile brand in their hands every day and create a differentiated experience by building relationships with our customers instead of processing transactions," said Sue Nokes, senior vice president of customer service for T-Mobile USA, Inc. "I am proud to work by their side and see their hard work recognized by our customers."

While other carriers tout their large subscriber numbers as a consumer benefit, T-Mobile focuses on the individual service experience for each and every customer. T-Mobile sees world-class service as a priority commitment to customers, and a key component to its Get More® promise -- offering wireless consumers more minutes, more features and more service than other carriers.

The 2005 Wireless Customer Care Performance Study is based on responses from more than 8,300 wireless customers. Interviews were conducted in March and April.

J.D. Power and Associates announced in May that T-Mobile ranked "Highest In Customer Satisfaction With Business Wireless Service" in its inaugural Business Wireless Satisfaction Study SM.

Last year, T-Mobile received the highest honors in J.D. Power and Associates studies measuring overall Customer Care Performance, Wireless Call Quality Performance and Wireless Retail Satisfaction. T- Mobile was also the highest-ranking carrier in the 2004 U.S. Wireless Regional Customer Satisfaction Index Study in all six geographic regions, four in a tie.

More information about the J.D. Power and Associates study can be found at www.jdpower.com.

About T-Mobile USA Inc.
Based in Bellevue, Wash., T-Mobile USA, Inc. is a member of the T-Mobile International group, the mobile telecommunications subsidiary of Deutsche Telekom AG (NYSE: DT). T-Mobile USA's GSM/GPRS 1900 voice and data networks in the United States reach more than 254 million people including roaming and other agreements. In addition, T-Mobile operates the largest carrier owned Wi-Fi wireless broadband network in the country, available in more than 5,400 public access locations including select Starbucks coffeehouses, Borders Books and Music, FedEx Kinko's Office and Print Centers, Hyatt Hotels and Resorts, Red Roof Inns, airports and select American Airlines Admirals Clubs, Delta Air Lines Crown Rooms, United Airlines Red Carpet Clubs and US Airways Clubs. Through its Get More® promise, T-Mobile provides customers with more minutes, more features and more service. For more information, visit the company web site at www.t-mobile.com. T-Mobile® and Get More® are registered trademarks of Deutsche Telekom AG and T-Mobile USA, Inc., respectively.