JD Power and Associates says T-Mobile customers are the happiest when it comes to customer service

JD Power and Associates says T-Mobile customers are the happiest when it comes to customer service
Next time you see someone with a smile on their face after talking to the customer service department of their wireless carrier, odds are that this person is a T-Mobile subscriber. That's according to JD Power and Associates, who ranked the customer service experience of U.S. wireless carriers. On a scale of 0 to 1000, T-Mobile scored 802 points in JD Power's survey, edging out AT&T. The latter finished with a tally of 800. Of the four major U.S. carriers, only those two received the maximum five Power Circle ratings points from consumers. Verizon's score of 786 was two points below the average of full-service carriers, and Sprint was last with a 755 tally.

The top customer service experience among non-contract carriers came from Virgin Mobile. The latter achieved a 770 score in the survey, followed by the 765 attained by Cricket. Boost Mobile was next with 762. The trio of pre-paid carriers each received the maximum Power Circle rating of five from consumers. MetroPCS scored 751, indicating that it has not yet completely immersed itself with the 'customer first' culture of parent T-Mobile.

In a related story, T-Mobile announced today that its revised customer app for iOS is now available in the App Store. The app already had been rolling out to Android users, and allows T-Mobile subscribers to quickly change plans and monitor their account. The app shows data usage, EIP balances and can be used to make a payment.


source: JDPower, T-Mobile

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16 Comments

1. Planterz

Posts: 2120; Member since: Apr 30, 2012

I'm certainly happy with T-Mobile. Ditching Big Red for them was the best decision I've ever made.

2. zunaidahmed

Posts: 1185; Member since: Dec 24, 2011

I have to say, T-mobile's CS reps are very friendly, last time I called to unlock my phone's network, it was like talking to my friend, is was like talking a normal person than just a human being trying to do his job, can't agree more with this tally.

3. PootisMan

Posts: 266; Member since: Aug 02, 2013

Same here. Very happy with the network in my area and I'm also paying a nice reasonable price for it too.

4. tedkord

Posts: 17397; Member since: Jun 17, 2009

If Sprint is worse than Verizon, they must answer every call with, "Go F*** yourself."

5. Planterz

Posts: 2120; Member since: Apr 30, 2012

I've heard/read more than a few instances where Sprint signs new customers with one plan, then in a couple months starts screwing them with bills twice what they're supposed to be, then string them along for a few months saying they'll fix the error, but never do. So even if they're not actually saying "Go F*** yourself" literally, they're certainly saying it figuratively. Coworkers/friends of mine were supposed to have a ~$100/mo shared plan, and their bill was over $200, which they couldn't afford, so kept getting their service turned off. They have T-Mobile now. T-Mobile kinda screwed one of them though, giving her a Galaxy Grand for her Galaxy S5 Active. I scolded her for not consulting me first.

14. Xelief

Posts: 62; Member since: Aug 17, 2015

I work in a T-Mobile call center and still catch sales reps blatantly lieing to the customers for dat commission. Adding services like insurance without even consulting the customer is most common. If there's one thing I've walked away from working on the inside, it is a deep seeded mistrust for sales reps. Call your customer service to go over your plan again as soon as you leave the store. EVEY TIME.

16. Zylam

Posts: 1817; Member since: Oct 20, 2010

LOLOLOL Hahahahaha. Nice, that was awesome.

6. JunitoNH

Posts: 1946; Member since: Feb 15, 2012

Maybe so, but I think I'm the happiest customer now, after leaving Verizon. Using Cricket, Unlimited voice & text with 2.5GB of data.

13. ChocolateThunder

Posts: 12; Member since: Dec 30, 2015

Meh.....

7. MrElectrifyer

Posts: 3960; Member since: Oct 21, 2014

Even as outsider looking in, I can 100% agree with this. They're the carrier we really need here in Canada. It's really annoying that we have no competition here in Canada...wish Wind mobile would become the T-Mobile of Canada, but they're in their very early stages with terrible coverage (not even 1 bar here in my city. founded in 2009.

15. Xelief

Posts: 62; Member since: Aug 17, 2015

I have Wind and am lucky to have great coverage in the areas that I spend the vast majority of my time. However, as soon as I go a little outside the city, BAM! No coverage. It really sucks some times, but I just cannot give up my unlimited talk & text with 10GB that only costs me $50.00.

8. shnibz

Posts: 510; Member since: Sep 18, 2011

Yeah I had Sprint and VZW in the past and am WAY happier with T-Mobile. And they have the best customer service people around

9. Colombianmax

Posts: 52; Member since: Dec 29, 2014

I've been a T-Mobile customer since july of 2004 and I have had to call Cingular/AT&T, US Cellular, as far as ISPs: Comcast, AT&T, Dish, and DirectTV (not sure if those count here) among others and have to say that TMUS customer service is definitely very cheerful and professional while retaining that personal touch without sounding like robots. Only lately I have noticed that the Philippine call center sounds like they are reading a script but they certainly sound happy and trying to help. Only a handful of times I have had negative experiences in 12 years but the rep after the negative experience more than makes up for the previous CSRs mess up. I would say it is a well deserved award by JD Power to T-Mobile.

10. threed61

Posts: 259; Member since: May 27, 2011

I wonder about methodology? Verizon had score that was 98% of T-Mo, but got only 60% of "power circles". I have lines on both, and have received good service from both.

11. cfprelude

Posts: 140; Member since: Oct 27, 2011

completely agree with this... for a long time vzw was the best hands down but in the past 2yrs they have gotten pretty careless and i have seen tmobile understand the importance of customer service.... its a tremendous business model... with great customer service you will overlook a lot of things that would normally frustrate you. on the other hand with poor customer service you will leave even a good company/business to look elsewhere.

12. PJH_S4

Posts: 17; Member since: Jan 22, 2016

That article really should be titled Sprint's customer cares sucks, the other big 3 are tied. I know there are plenty of T-Mobile switchers here that want to crow, but there is only a 2% spread between T-Mobile, AT&T, and VzW.

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