Team of Experts helps T-Mobile's customer satisfaction rating hit all time high

Team of Experts helps T-Mobile's customer satisfaction rating hit all time high
Back in August, T-Mobile unveiled its latest Un-carrier feature called Team of Experts, designed to fix a broken-down customer service system. So the carrier promised that there would be no more annoying muzak, automated menus and robots. Instead, customer service issues would be dealt with by a team of local experts trained to treat T-Mobile customers like "rock stars."

This morning, T-Mobile released an update stating that since it launched "Team of Experts," customer satisfaction scores have set all-time record highs. So the carrier has decided to show other companies how to achieve the same improvement during its first TEX (Team of EXperts) Talks event on October 24-25 that will be held at T-Mobile's Charleston customer experience center. More than 50 firms, including several Fortune 500 companies, have already RSVP'd for the two day event.

T-Mobile's customer satisfaction rating (Net Promoter Score) is up 60% since Team of Experts launched. More customers have been texting or messaging with the carrier's customer care from the T-Mobile app or iOS' iMessage system. And turnover inside the wireless provider has dropped by 48%.


As you might expect, T-Mobile also got a little dig in at its rivals by sending Verizon, AT&T and Comcast invitations to the TEX Talks event (note the absence of proposed merger partner Sprint).

T-Mobile invites its rivals to the TEX Talks event

T-Mobile invites its rivals to the TEX Talks event


source: T-Mobile

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3 Comments

1. djkhalid

Posts: 156; Member since: Jul 01, 2013

honestly as a tmobile customer i will vouch for this. when i reported an issue with my account and not being able to log in online i would randomly get messages from the tmobile team on twitter updating me on my case without me having to nag them. They would update me every few days, its the small things like that

2. BGChicago

Posts: 222; Member since: Nov 16, 2014

T-Mobile support turned from the worse ever experience (up there with the old Comcast) to something I call with a smile now. Seriously, it's an example for every company out there. On top of all, there is no wait time at all.

3. aleksmorton

Posts: 3; Member since: Oct 09, 2018

More customers have been texting or messaging with the carrier's customer care from the T-Mobile app or iOS' iMessage system.

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