T-Mobile Repeats with Highest Customer Satisfaction Rankings in Wireless

[TNDan21]

Another Encore as T-Mobile Repeats with Highest Customer Satisfaction Rankings in Wireless
Wednesday September 7, 9:02 am ET

T-Mobile Again Earns More Awards from J.D. Power and Associates for Wireless Customer Satisfaction Than Any Other Wireless Carrier

BELLEVUE, Wash.--(BUSINESS WIRE)--Sept. 7, 2005--Wireless customers across the country have once again expressed their overall satisfaction with T-Mobile. For the second consecutive year, T-Mobile USA, Inc. has earned the highest rankings in all six regions surveyed in the J.D. Power and Associates 2005 Wireless Regional Customer Satisfaction Index Study(SM) (CSI).

T-Mobile was declared highest ranking in customer satisfaction for the Southwest and Southeast regions, and shared the highest ranking with another wireless carrier in the remaining four regions. T-Mobile was the only carrier to rank significantly above the Industry Average in all six of the areas that impact overall carrier performance.

The highest rankings in customer satisfaction for T-Mobile from J.D. Power and Associates reflect T-Mobile's ongoing commitment to meeting customers' needs. Earlier this year, J.D. Power and Associates announced T-Mobile ranked highest for overall Business Wireless Customer Satisfaction; highest in Wireless Customer Care for the second year in a row; and ranked highest in the Northeast and Southeast regions (in a tie) in its 2005 Wireless Call Quality Performance Study(SM).

"Our single focus during the past three years has been to deliver exceptional service to every customer, every day," said Robert Dotson, President and Chief Executive Officer, T-Mobile USA. "Our service-conscious employees at all levels are committed to delivering this Get More Promise, and the fact that we have again been rated at the top by our customers is a special tribute to our front-line employees and the values of T-Mobile as a company."

The 2005 J.D. Power and Associates Wireless Regional CSI Study is based on responses from 24,096 interviews. J.D. Power and Associates measures customer satisfaction based on 42 specific service-related issues grouped into six key areas that impact overall carrier performance. These are (in order of importance): call quality (26%); customer service (17%); service plan options (17%); brand image (14%); cost of service (14%); and billing (12%). Carriers are ranked in six regions in the United States.

Another Encore as T-Mobile Repeats with Highest Customer Satisfaction Rankings in Wireless

[Jay2TheRescue]

How can this be??? Yes they offer plans w/ lots of minutes for a low price, but they don't work outside of urban areas (at least in Va). Like my sister once said back in their old Voicestream days "I have no roaming or long distance" We went on a daytrip togeather and about 30 minutes from her house she lost signal, never to regain it for the remainder of the trip. About an hour and a half from her house my phone switched to roam (I was on a regional plan at the time). I told her I may be roaming, but at least I can make a call. She got rid of that phone soon afterwards. They also don't use the 850 band, so their in-building coverage sux. Isn't coverage a large component of cellular satisfaction? Am I wrong here???

[Mobile Mike]

Originally Posted by Jay2TheRescue

How can this be??? Yes they offer plans w/ lots of minutes for a low price, but they don't work outside of urban areas (at least in Va). Like my sister once said back in their old Voicestream days "I have no roaming or long distance" We went on a daytrip togeather and about 30 minutes from her house she lost signal, never to regain it for the remainder of the trip. About an hour and a half from her house my phone switched to roam (I was on a regional plan at the time). I told her I may be roaming, but at least I can make a call. She got rid of that phone soon afterwards. They also don't use the 850 band, so their in-building coverage sux. Isn't coverage a large component of cellular satisfaction? Am I wrong here???

Their service and coverage have gotten considerably better than in the old VoiceStream days. I'm thinking many of the customers polled are in urban areas where T-Mo is reasonably strong. I can tell you where I am in SoCal, T-Mobile service is excellent. I also have had nothing but excellent customer service. Granted, this isn't the case for everybody (I had nothing but problems with Cingular, myself). I have to count myself as a happy T-Mobile customer. They have been doing a good job the last few years. They are not perfect, but for me, they are an excellent alternative to Cingular.

[MOTOhooligan]

T-Mobile customer service is great, at least based on the few times I've called them. Also, I've never had an issue with coverage in eastern Kansas, Milwaukee, Wisconsin, Boson & Cambridge, Massachusetts south-western & central Missouri or in western Pennsylvania. Like American Express, T-Mobile is everywhere I want to be... or, at least, all the places I've been so far!

[Matt]

Jay and I live in the same town, and evidently buy gas at the same Costco ($3.19 this AM BTW). I know from experience the improvements in T-Mobile in NoVa in the last 5.5 years I have been a customer. I would assume that coverage is in the top key area (call quality) that JD Power surveys. TM is adding 850 roaming in places, and has been known for some time to have better CS than most other carriers.

[Jay2TheRescue]

Originally Posted by Matt

Jay and I live in the same town, and evidently buy gas at the same Costco ($3.19 this AM BTW). I know from experience the improvements in T-Mobile in NoVa in the last 5.5 years I have been a customer. I would assume that coverage is in the top key area (call quality) that JD Power surveys. TM is adding 850 roaming in places, and has been known for some time to have better CS than most other carriers.

I try to stay away from Costco - the lines are usually long. I sneak into the Getty station in Sterling Park. They are usually within a penny or 2 of Costco and I frequent Sterling Park often as a friend of mine lives there. Check out the 7-11 by the animal hospital on Church Road. They've been quite cheap lately - the other night they were $0.10 cheaper than Costco.

[bobolito]

Originally Posted by Jay2TheRescue

How can this be??? Yes they offer plans w/ lots of minutes for a low price, but they don't work outside of urban areas (at least in Va). Like my sister once said back in their old Voicestream days "I have no roaming or long distance" We went on a daytrip togeather and about 30 minutes from her house she lost signal, never to regain it for the remainder of the trip. About an hour and a half from her house my phone switched to roam (I was on a regional plan at the time). I told her I may be roaming, but at least I can make a call. She got rid of that phone soon afterwards. They also don't use the 850 band, so their in-building coverage sux. Isn't coverage a large component of cellular satisfaction? Am I wrong here???

The reason for these high praisings is simply that T-Mobile's customer base has already trimmed to only contain those individuals who don't travel out much of urban areas. So obviously, they are satisfied since they avoid areas where T-Mobile doesn't cover. Other customers have already switched to other companies or avoid T-Mobile altogether. That's why you don't see them complaining which naturally raises T-Mobile's scores. Based on this, T-Mobile's churn will continue to drop even though their coverage may not improve/expand much.

[Jay2TheRescue]

Originally Posted by bobolito

The reason for these high praisings is simply that T-Mobile's customer base has already trimmed to only contain those individuals who don't travel out much of urban areas. So obviously, they are satisfied since they avoid areas where T-Mobile doesn't cover. Other customers have already switched to other companies or avoid T-Mobile altogether. That's why you don't see them complaining which naturally raises T-Mobile's scores. Based on this, T-Mobile's churn will continue to drop even though their coverage may not improve/expand much.

Thank you, that makes sense.

[Andy]

Originally Posted by bobolito

The reason for these high praisings is simply that T-Mobile's customer base has already trimmed to only contain those individuals who don't travel out much of urban areas. So obviously, they are satisfied since they avoid areas where T-Mobile doesn't cover. Other customers have already switched to other companies or avoid T-Mobile altogether. That's why you don't see them complaining which naturally raises T-Mobile's scores. Based on this, T-Mobile's churn will continue to drop even though their coverage may not improve/expand much.

I completely agree and couldn't have said it much better myself.

[Matt]

Originally Posted by bobolito

The reason for these high praisings is simply that T-Mobile's customer base has already trimmed to only contain those individuals who don't travel out much of urban areas. So obviously, they are satisfied since they avoid areas where T-Mobile doesn't cover. Other customers have already switched to other companies or avoid T-Mobile altogether. That's why you don't see them complaining which naturally raises T-Mobile's scores. Based on this, T-Mobile's churn will continue to drop even though their coverage may not improve/expand much.

Trimmed? TM never had rural customers since they never had ANY service out there. Coverage is not the only factor in JD Power's survey, or in any logical cell phone buying process. Is it important? You bet. #1 to some? Agreed. If you want to talk about TM coverage expansion, let me know. The best part is many urban customers don't "avoid" areas TM doesn't cover - they don't ever need to travel to them! It has been many years since I have traveled to a place TM didn't cover. No, I don't go camping in the booines

[bobolito]

I should've used a better choice of words. But anyway, here's my clarification: Customer base has "trimmed" meaning the market share in some urban and suburban areas where T-Mobile has had coverage for a long time has shaped to fit those whose traveling patterns and usage habits can be satisfied with the level of coverage T-mobile provides.

Here's a real life example: I have a friend who lives in the same town I live, yet our traveling habits are totally different. T-Mobile provides very good service for him everywhere he goes. He manages to stay out of the dead spots because of where he lives and works, so he always has service and naturally satisfied with the service. In my case, the story is totally different. Where I live and work are both dead spots for T-Mobile and many other places I frequent so I avoid them. Still, we both live and work in the same area.

This is what has happened to millions of other people who have found the service works for them while others simply avoid it (or have switched) because they know it doesn't work for them. This is a process that takes a long time. The market is learning what works and doesn't work for them.

The end result? most people are with Cingular and Verizon. Those who have stayed with other carriers is because it works for them. If you've noticed churn levels have been constantly dropping in the past 5 years because the market is adjusting to what works for them. In any case, there's still a minority who are still changing because the market hasn't finished its self adjusting process.

[Jay2TheRescue]

Originally Posted by bobolito

I should've used a better choice of words. But anyway, here's my clarification: Customer base has "trimmed" meaning the market share in some urban and suburban areas where T-Mobile has had coverage for a long time has shaped to fit those whose traveling patterns and usage habits can be satisfied with the level of coverage T-mobile provides.

Here's a real life example: I have a friend who lives in the same town I live, yet our traveling habits are totally different. T-Mobile provides very good service for him everywhere he goes. He manages to stay out of the dead spots because of where he lives and works, so he always has service and naturally satisfied with the service. In my case, the story is totally different. Where I live and work are both dead spots for T-Mobile and many other places I frequent so I avoid them. Still, we both live and work in the same area.

This is what has happened to millions of other people who have found the service works for them while others simply avoid it (or have switched) because they know it doesn't work for them. This is a process that takes a long time. The market is learning what works and doesn't work for them.

The end result? most people are with Cingular and Verizon. Those who have stayed with other carriers is because it works for them. If you've noticed churn levels have been constantly dropping in the past 5 years because the market is adjusting to what works for them. In any case, there's still a minority who are still changing because the market hasn't finished its self adjusting process.

I guess I lucked out when I selected a cellular provider 6 years ago. At that time there was analog roaming, so if my phone didn't have native service it jumped to analog and roamed. As long as there was service provided by someone it worked. Now with the GSM network things have changed, but the thing I like best is now Cingular is the only company providing coverage at my Mom & Dad's house. Dad just got his company to drop his Verizon phone in favor of a Cingular phone. The company is saving money too now. Beforehand they were paying for a second line in his house because there was no cell coverage. Now Dad can cancel that line. In the meantime he now has 3 business numbers. The Verizon #, Cingular, and line 2 @ the house. He's going to try and cut that down to just the Cingular phone over the next month or so.

[agentHibby]

T-mobile is slowly moving to do Cellular Roaming.
I think dobson's network in Wisconsin is all they have now.

[EdwardP]

Originally Posted by rancidhooligan

T-Mobile customer service is great, at least based on the few times I've called them. Also, I've never had an issue with coverage in eastern Kansas, Milwaukee, Wisconsin, Boson & Cambridge, Massachusetts south-western & central Missouri or in western Pennsylvania. Like American Express, T-Mobile is everywhere I want to be... or, at least, all the places I've been so far!

That's Boston not Boson.

[jones]

T-Mobile coverage is no longer an Issue,
just look at their compass map.

If you live in the rural areas
you will go with another carrier
because their compass map will tell you.

They can easily get New customers
in the Urban areas
because of their 1 yr contracts
instead of 2 years.

[Etorres777]

Too bad they take FOREVER! Man it's bad.. sometimes when we call from the dealer, sometimes we get the, too busy call later...