T-Mobile and Metro Take the Top Spots for Wireless Purchase Experience with J.D. Power
February 14 2019 - 9:15AM
Business Wire
Wireless customers love shopping with T-Mobile
and Metro by T-Mobile the most – in stores, online and by phone
- What’s the news: T-Mobile and
Metro by T-Mobile have once again been ranked highest for Wireless
Purchase experience in the latest 2019 J.D. Power studies.
- Why it matters: This is the
third time in a row T-Mobile has taken the top spot for
full-service providers and the third time Metro by T-Mobile has
ranked first for non-contract full-service providers.
- Who it’s for: Anyone who wants
to shop with the best in the wireless biz!
It’s magenta and purple at the top! J.D. Power today 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.
For more information about T-Mobile and Metro by T-Mobile’s J.D.
Power rankings, visit www.jdpower.com.
About T-Mobile US, Inc.
As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is
redefining the way consumers and businesses buy wireless services
through leading product and service innovation. Our advanced
nationwide 4G LTE network delivers outstanding wireless experiences
to 79.7 million customers who are unwilling to compromise on
quality and value. Based in Bellevue, Washington, T-Mobile US
provides services through its subsidiaries and operates its
flagship brands, T-Mobile and Metro by T-Mobile. For more
information, please visit http://www.t-mobile.com.
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Media ContactsT-Mobile US, Inc. Media
RelationsMediaRelations@t-mobile.com
Investor Relations ContactT-Mobile US,
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