Study shows T-Mobile will treat you best when buying a new phone

Study shows T-Mobile will treat you best when buying a new phone
T-Mobile announced recently, that it’s removing bots from its customer support hot lines, and it appears that its efforts for better customer service are showing results. J.D. Power, a company that specializes in customer analysis, released its latest report that evaluates people’s experience when shopping for wireless devices. The research examines three different ways consumers buy new phones: via telephone, online and in a store.

When it comes to the so-called full-service carriers, meaning Verizon, AT&T, T-Mobile and Sprint, the one that came ahead was T-Mobile, scoring 854 out of 1000 points. AT&T comes second, slightly ahead of Verizon, with 839, compared to 835. Not too far back in points, but receiving a separate lower rating is Sprint with 817 points.

J.D. Power has four categories depending on the points each carrier got. According to them, T-Mobile is in a league of its own, occupying the “Among the best” category. Despite being only 15 points below, AT&T and Verizon are two categories lower in the “About average” group, while Sprint is simply “The rest”.



Among MVNO carriers, Cricket takes the top spot with 857 points, followed by MetroPCS with an average rating of 843, while Boost Mobile and Virgin Mobile are sharing the bottom slot with an equal score of 835.

The study shows that 31% of online purchases are made on Amazon. 60% of the customers, looking for a new phone, prefer non-carrier websites and even more (67%) said that buying from a carrier’s online store was more difficult.

When it comes to brick-and-mortar stores, customers liked both the service and the stores more when they were at a carrier’s location.

It’s good to see T-Mobile putting the heat on its competitors, hopefully next year we’ll see them all with improved results.

source: J.D. Power via TmoNews

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4 Comments

1. tuminatr

Posts: 1169; Member since: Feb 23, 2009

JD Power is the one survey company I don't trust at all. Not sure if they intentionally study facts that don't matter or companies just pay them to find a survey that makes them look good.

2. tuminatr

Posts: 1169; Member since: Feb 23, 2009

One more comment I do want to make before the Trolls come out. My disbelief in JD Power is not a rip on t-mobile or the wireless industry.

3. DarthJarJar

Posts: 67; Member since: Feb 01, 2018

I can vouch for Sprint on the low score. The mentality for ALOT of reps is “It’s just an upgrade” vs a new subscriber. Especially if you don’t buy accessories from them. A few years ago they used management used to sales reps to tell customers that they didn’t have the phone if they didn’t buy accessories with it.

4. Rigmaster

Posts: 234; Member since: Jan 22, 2018

Left Sprint because of their customer service, and I had issues escalated all the way to the top of the organization. I've since been with T-Mo, and the customer service has always been very good. I had AT&T years ago, and they were the worst. I've never had VZW because they could never get through the sales process because the price was always the hiccup.

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