T‑Mobile is #1 in Customer Care by J.D. Power … for the NINTH Time in a Row

Rhea-AI Summary

T-Mobile has been ranked #1 in the J.D. Power 2022 U.S. Wireless Customer Care Mobile Network Operator Performance Study–Volume 1, marking its ninth consecutive win and 23rd overall. With a score of 823, T-Mobile outperformed the segment average by 26 points and excelled in all categories, including phone and online services. This achievement reflects T-Mobile's commitment to customer care, reinforced by the successful implementation of its Team of Experts model, which prioritizes personalized service. Over 6,000 Care Experts have been hired to further enhance customer experience.

Positive

• Ranked #1 in J.D. Power's survey for customer care with a score of 823, 26 points above average.
• T-Mobile has achieved its 9th consecutive win in customer service and 23rd overall.
• Highest scores across all customer service categories, demonstrating service excellence.

Negative

• None.

• What’s the news: T-Mobile is #1 in the J.D. Power 2022 U.S. Wireless Customer Care Mobile Network Operator Performance Study–Volume 1. This marks the Un-carrier's NINTH consecutive win and 23^rd overall*.
• Why it matters: Customer service is notoriously frustrating across industries, but not at T-Mobile where Care is personal with one-stop solutions from your Team of Experts.
• Who it’s for: Everyone. Because everyone deserves the BEST customer experience.

 

BELLEVUE, Wash.--(BUSINESS WIRE)-- We love our customers. Today, J.D. Power announced that T-Mobile (NASDAQ: TMUS) received the top spot in the J.D. Power 2022 U.S. Wireless Customer Care Mobile Network Operator Performance Study–Volume 1. This marks T-Mobile's NINTH consecutive win and the 23rd time* T-Mobile has taken the top spot among mobile network operators.

T-Mobile has the most wins of any other wireless provider in the history of the study with a score of 823 — a full 26 points above the segment average and the highest scores in all categories including phone, store, app, web, social media and text services. T-Mobile has taken the top spot consecutively in their segment in the J.D. Power study ever since the Un-carrier launched Team of Experts in 2018.

“T-Mobile continues to get top marks for customer care, thanks to the most passionate Care team in the industry showing up in big and small ways and loving our customers every single day,” said Callie Field, T-Mobile’s Executive Vice President & Chief Customer Experience Officer. “And our team’s dedication to connecting with customers on a personal level to deliver solutions and anticipate needs is unwavering! The Un-carrier set the standard for what it means to truly care about customers years ago, and we will continue to set it into the future.”

T-Mobile's Team of Experts (TEX) model was built on the philosophy that personalized service is the best service. A whopping 73 percent of consumers say they would consider switching to a competitor after just one bad customer experience.¹ In stark contrast to traditional wireless customer care, T-Mobile's highly trained Team of Experts puts customers first working directly to solve pain points rather than pushing customers through a series of robots and handoffs. Despite the pandemic-related challenges that businesses have experienced in the last couple of years, T-Mobile’s commitment to customer experience remains steadfast as the company hired over 6,000 new Care Experts in the last year.

For more information about Team of Experts, go here. Follow T-Mobile’s Official Twitter Newsroom @TMobileNews to stay up to date with the latest company news.

*U.S. Wireless Customer Care Mobile Network Operator Performance Study: 2022 V1, 2021 (V1 & V2); 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"

Team of Experts is for T-Mobile postpaid wireless customers.

About T-Mobile

T-Mobile US, 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 The Northridge Group, "State of Customer Service Experience 2020".

View source version on businesswire.com: https://www.businesswire.com/news/home/20220203005612/en/

T-Mobile US, Inc. Media Relations

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Investor Relations

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Source: T-Mobile US, Inc.

FAQ

How did T-Mobile perform in the J.D. Power 2022 U.S. Wireless Customer Care study?

T-Mobile ranked #1 with a score of 823, significantly exceeding the segment average.

What does T-Mobile's 'Team of Experts' model focus on?

It emphasizes personalized customer service to enhance the overall customer experience.

How many Care Experts did T-Mobile hire recently?

T-Mobile hired over 6,000 new Care Experts in the last year.

How many times has T-Mobile won the J.D. Power customer care award?

T-Mobile has won the award 23 times in total.

Why is customer service important for T-Mobile?

Excellent customer service helps retain customers and enhances brand loyalty, crucial in a competitive market.