T-Mobile Tops Customer Service Survey

Let's applaud T-Mobile for doing a good job of making their subscribers happy.

In the latest study conducted by the researchers of J.D. Power and Associates, T-Mobile USA Inc. remained as the top wireless carrier in terms of customer service performance. For the past several studies done by the research company, T-Mobile has stayed rooted at the top. It must be good to be a customer of this wireless network.

Let me describe how the study is done. The research gathers information on how well the wireless carriers meet customers’ service-related needs. They look at several types of services including those done over the phone with a representative, via automated response system, personal visits to T-Mobile retail stores and online transactions.

To complete the study, researchers form J.D. Power and Associates also measures the efficiency of how customers’ issues are resolved. About twelve and a half thousand wireless customers who contacted their carrier’s customer-care department within the past year were the foundation of this research.

Other wireless networks also did well in this customer satisfaction study. Verizon Wireless was ranked number two while AT&T and Alltel are tied at the third spot. Sprint Nextel Corp. ranked last in the study but they made announcements before the end of last year that they will initiate programs driven towards improving customer service.

Several interesting findings also surfaced as a result of this customer satisfaction study. For instance, nearly half of wireless customers connected to the customer care service of their wireless networks. Most of them were related to inaccurate charges and other inquiries related to bills.

A lot of wireless network customers contacted their carriers by phone but most people still prefer personal visits to a retail store. Maybe people feel more comfortable with doing things personally. In my experience, nothing beats talking personally with a customer care representative when discussing a problem.

I hope that this post have been helpful for you. If you haven't chosen a particular network, then the results of the study might help you form a decision.