T-Mobile USA tops customer service study

A new user satisfaction survey by J.D. Powers & Associates ranks T-Mobile USA as the top carrier for customer service out of the five major carriers in the U.S. The survey is the seventh consecutive J.D. Powers survey that T-Mobile has won. The survey took into account customer service via telephone, retail store and Internet and include metrics like hold-time duration and the number of representatives it takes to resolve an issue.

According to the study, 47 percent of U.S. subscribers contacted their carrier for service-related issues last year. About 42 percent had billing issues, while 57 percent had inaccurate charges issues. About 73 percent of those subscribers contacted their provider via telephone and only 4 percent used the Internet.

Meanwhile, Verizon Wireless issued its own press release on user satisfaction: The carrier released a table that compares churn rates among the top four carriers. Verizon Wireless noted that for the thirteenth consecutive quarter it has has the lowest customer turnover rate. Verizon Wireless posted a 1.2 percent blended (both postpaid and prepaid) churn rate for the fourth quarter.

For more on customer satisfaction:
- read this report from MobileBurn
- check out this release from Verizon Wireless

T-Mobile's previous customer satisfaction survey win.

Suggested Articles

The California Public Utilities Commission (CPUC) told T-Mobile and Sprint that they can't begin the merger of California operations just yet.

That’s a push back from the mid-April reopen target Apple appeared hopeful for just last week.

MTN Consulting says the industry consensus is that 5G will double to triple energy consumption for mobile operators, once networks scale.