JD Power Award, Customer Care 2007 (Vol. 1)
T-Mobile Ranks Highest in Wireless Customer Care Performance for a Fifth Consecutive Time
WESTLAKE VILLAGE, Calif: 25 January 2007 — Customer service issues that are handled by a computer automated response system (ARS) on the telephone generate significantly lower customer care ratings when compared with issues handled by a live representative, according to the J.D. Power and Associates 2007 Wireless Customer Care Performance StudySM—Volume 1 released today.
For a fifth consecutive reporting period, T-Mobile ranks highest among the five largest wireless service providers by creating a positive experience among customers who contact the carrier for service or assistance. With an index score of 107 points, T-Mobile performs well across all factors that determine overall satisfaction,particularly in the ARS and retail contact channels, and in the overall hold-time duration on the phone. Verizon Wireless (101) and Alltel (99), respectively, follow T-Mobile in the rankings.
The 2007 Wireless Customer Care Performance Study—Volume 1 is based on responses from more than 13,970 wireless customers who contacted customer care within the past year. The results are from the past two reporting
waves, conducted in June and September 2006. The 2007 Volume 2 report will be issued in July 2007.
http://www.jdpower.com/press-releases/pressrelease.a » ...
WESTLAKE VILLAGE, Calif: 25 January 2007 — Customer service issues that are handled by a computer automated response system (ARS) on the telephone generate significantly lower customer care ratings when compared with issues handled by a live representative, according to the J.D. Power and Associates 2007 Wireless Customer Care Performance StudySM—Volume 1 released today.
For a fifth consecutive reporting period, T-Mobile ranks highest among the five largest wireless service providers by creating a positive experience among customers who contact the carrier for service or assistance. With an index score of 107 points, T-Mobile performs well across all factors that determine overall satisfaction,particularly in the ARS and retail contact channels, and in the overall hold-time duration on the phone. Verizon Wireless (101) and Alltel (99), respectively, follow T-Mobile in the rankings.
The 2007 Wireless Customer Care Performance Study—Volume 1 is based on responses from more than 13,970 wireless customers who contacted customer care within the past year. The results are from the past two reporting
waves, conducted in June and September 2006. The 2007 Volume 2 report will be issued in July 2007.
http://www.jdpower.com/press-releases/pressrelease.a » ...
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maybe so but i have more customers porting they're number back to sprint after porting to tmobile for only a short time than any other carrier so thaey must be lacking somewhere
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That's a true statement.
I have nothing against T-Mobile, but having used T-Mo for the past two years and also carried Nextel for the past four years, I can testify in any court in the land that T-Mo's coverage was only about 60% of Nextel's coverage area, and call quality was about 40-50% as good as Nextel's. That was my experience in eight or ten states in the continental US.
I just howl when I see T-Mo billboards in the Los Angeles area that claim T-Mo has the fewest dropped calls in southern California. Those ads are so very incredibly flase I can't beleive that a company with the golden CS reputation that T-Mo has, could even consider putting such blatant falsehoods on billboards throughout the LA area. I live in LA County, and ba...
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I have nothing against T-Mobile, but having used T-Mo for the past two years and also carried Nextel for the past four years, I can testify in any court in the land that T-Mo's coverage was only about 60% of Nextel's coverage area, and call quality was about 40-50% as good as Nextel's. That was my experience in eight or ten states in the continental US.
I just howl when I see T-Mo billboards in the Los Angeles area that claim T-Mo has the fewest dropped calls in southern California. Those ads are so very incredibly flase I can't beleive that a company with the golden CS reputation that T-Mo has, could even consider putting such blatant falsehoods on billboards throughout the LA area. I live in LA County, and ba...
(continues)
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