T-Mobile crushes the competition for the fourth time in a row in one key aspect

T-Mobile crushes the competition for the fourth time in a row in one key aspect
T-Mobile is known for a lot of things, from its aggressive publicity stunts coordinated by a very eccentric CEO to unrivaled perks and benefits offered on both a regular basis and as part of a weekly loyalty-rewarding program, but if there's one aspect of its business that the "Un-carrier" takes especially great pride in, that's customer care.

Of course, unlike the theoretical combined value of freebies and discounts, unlimited plan rates, or download speeds, it's hard to correctly and objectively assess a wireless service provider's customer support performance. But that's where analytics companies like J.D. Power come in, surveying tens of thousands of mobile phone users in the US twice a year on their experiences across a dozen different customer care channels and ultimately rating every single wireless carrier on a 1,000-point scale.

Believe it or not, T-Mobile is ranked first among the nation's "full-service carriers" for the fourth consecutive time and 18th time overall, earning no less than 847 points in J.D. Power's 2019 customer care performance study - volume 2. That represents an impressive jump of 14 points from Magenta's 2019 volume 1 total, setting a new all-time record... after breaking T-Mo's own previous record.


Incredibly enough, 847 is 41 points above the industry average, as well as 23 points ahead of Verizon's score in second place. According to J.D. Power's analysts, T-Mobile's domination mainly derives from the way the Un-carrier views customer care, positioning the service as a "capital-P" product. In case you're wondering, that's basically a fancy way of saying T-Mo is treating customer support far more seriously than the competition, understanding how important it is to keep its subscribers satisfied both with Assisted and Unassisted Care.

Then again, it remains to be seen how the aforementioned record-breaking customer care score might be impacted by a pending merger with Sprint. Unsurprisingly, Sprint finished dead last among America's big four mobile network operators yet again in the latest three months surveyed by J.D. Mobile, with only 758 points, being beaten by AT&T by a full 30 points and falling 48 points short of the wireless industry average.


T-Mobile can be pleased with subsidiary Metro's performance in the "non-contract full service carriers" segment as well, even though it was actually Cricket Wireless that came out on top. AT&T's prepaid daughter operator scored 829 points, narrowly ahead of Metro by T-Mobile at 822, and Boost Mobile at 815. 815 also happens to be this market's current average due to Virgin Mobile totaling a disappointing 764 points. Like parent, like subsidiary, eh?

FEATURED VIDEO

5 Comments

1. ECPirate37

Posts: 319; Member since: Jul 14, 2011

I definitely think T-Mo has the best customer service. I call and get a real human and they fix things quickly. They remind me of Direct TV Customer service from 2004 to 2012, before that went bad and I cancelled.

5. NYCundrgrnd

Posts: 6; Member since: Jul 08, 2019

I was a Tmo customer for 7byears until March 2019. And this is true, Tmo will have someone answer 24/7. Though I will admit the late night reps are all located overseas and the requisite difficult accents and vocabulary challenges. But yes, Tmo will have you speaking to a human being usually within minutes of calling.

2. liteon163

Posts: 44; Member since: Jan 24, 2017

Again with the T-Mobile advertisements...

3. poopypants78

Posts: 29; Member since: Jul 13, 2017

Sprint CS has traditionally always been bad, dating as far back as 2002 where my personal experience started with them.... and then actually working at Sprint in 2004. I see nothing has changed......

4. NYCundrgrnd

Posts: 6; Member since: Jul 08, 2019

I don't know who they surveyed, but Verizon Wireless customer service is an abomination. You WILL get automatic minimum hold of 15 minutes and a maximum of 26 minutes BEFORE you ever speak to a human. Verizon tries to direct you to respond to an automated txt they send you to "attempt" to solve issues via automated txt and guess what happens when that fails...right back to end of hold line to speak to a rep. As much as Verizon Wireless charges, Verizon should be ASHAMED of the customer service Wireless provides. ASHAMED!

Latest Stories

This copy is for your personal, non-commercial use only. You can order presentation-ready copies for distribution to your colleagues, clients or customers at https://www.parsintl.com/phonearena or use the Reprints & Permissions tool that appears at the bottom of each web page. Visit https://www.parsintl.com/ for samples and additional information.