June 26, 2006

By: James D. Martell
Website: http://www.cell-phones-n-plans.com

T-Mobile Earns the Highest Customer Satisfaction Ratings - Choose the Customer Care Leader!

T-Mobile earns the highest customer satisfaction ratings. T-Mobile continues to set the standard for customer satisfaction in the US wireless industry. The company ranked the highest in customer care among the five largest wireless service providers for the third year consecutively, according to the CSI Study conducted by JD Power and Associates (JDPA). JDPA is a global marketing information services firm engaged in market research, forecasting, consulting, training, and tracking customer satisfaction.

The customer care leader is the only wireless carrier to ever achieve the highest rankings in customer satisfaction in six major regions thrice in a row.

According to latest trends, more wireless operators encourage their customers to try new services. This makes the task of the customer service representatives more difficult. It is very difficult for them to stay apprised on the latest products and offers launched by the company. Because of this, the wireless carrier faces the risk of poor customer care and subsequently degrading customer satisfaction. The carries may eventually lose its customers to the competition. This is a potential threat lurking on the heads of wireless carriers.

Performer across Categories

JDPA’s study is based on responses from 22,871 interviews on 42 specific service-related issues grouped into six key criteria that impact overall carrier performance. These issues are in the areas of call equity, customer service, service plan options, brand image, cost of service and billing. Carriers are ranked in six regions in the US.

The study reveals that, with an index score of 108, T-Mobile performs particularly well across all factors, especially among the contact channels of customer service representatives, ARS and walk-in retail experience. Alltel and Verizon Wireless follow T-Mobile in the rankings in a tie, performing significantly above the industry average (104).

Also see; T-Mobile Network.

Author Notes:

James D. Martell contributes and publishes news editorial to http://www.cell-phones-n-plans.com.  A wireless industry guide featuring news and reviews of service providers, manufacturers and carriers, and their phones and plans.