T-Mobile USA Tops Fourth Consecutive Retail Customer Satisfaction Study

BELLEVUE, Wash.--(BUSINESS WIRE)--T-Mobile USA, Inc. continues its streak of recognition for excellence in customer satisfaction with the fourth consecutive highest ranking in J.D. Power and Associates’ Wireless Retail Sales Satisfaction Study^SM. In the Volume 1 results announced today, T-Mobile ranked not only highest overall, but in each area for which the study measured customer satisfaction.

“Beyond the value of T-Mobile’s devices and plans, it’s the value of our people that retains our customers’ loyalty and trust, and that’s something we never take for granted.”

“To achieve this ranking even once is an honor. To see T-Mobile ranked highest four consecutive times reflects the hard work our retail sales employees put into ensuring a consistently excellent sales experience each and every time a customer walks through the door,” said Ami Silverman, senior vice president of sales, T-Mobile USA. “Beyond the value of T-Mobile’s devices and plans, it’s the value of our people that retains our customers’ loyalty and trust, and that’s something we never take for granted.”

T-Mobile continues to reap the rewards of its focus on the entire retail customer experience, from employees’ commitment to customer satisfaction at retail locations, to the value of its device and plan offerings at those locations. According to the study results announced today, T-Mobile surpassed all other national wireless carriers in both the overall retail satisfaction ranking, and in each of the following four categories that make up that ranking:

Sales staff
Price/promotion
Store facility
Store display

T-Mobile also received recognition today as a J.D. Power 2011 Customer Service Champion—one of only 40 companies to have earned this distinction this year. To qualify for inclusion on this elite list, companies must not only excel within their own industries, but also must stand out among leading brands in 20 major industries evaluated by J.D. Power and Associates.

The Wireless Retail Sales Satisfaction Study^SM result and recognition as a 2011 Service Champion comes on the heels of T-Mobile’s second-consecutive highest ranking in J.D. Power and Associates’ Wireless Customer Care Performance Study^SM only two weeks ago. T-Mobile has topped the rankings in the two previous Wireless Retail Sales Satisfaction Studies and in the four previous Customer Care Performance Studies¹, demonstrating the company’s commitment to delivering superior customer service wherever customers need it: Online, over the phone and in retail stores.

Results of the 2011 J.D. Power and Associates Wireless Retail Sales Satisfaction Study^SM Volume 1 are based on 8,501 Internet survey interviews conducted between July 2010 and December 2010.

More information about J.D. Power and Associates studies can be found at http://www.jdpower.com.

¹ Ranked highest in the J.D. Power and Associates Wireless Retail Sales Satisfaction Study in 2009 Vol. 2, 2010 Vol. 1, 2010 Vol. 2, 2011 Vol. 1; Ranked highest in the J.D. Power and Associates’ Customer Care Performance Study in 2010 Vol. 2, 2011 Vol. 1.

About T-Mobile USA, Inc.

Based in Bellevue, Wash., T-Mobile USA, Inc. is the U.S. wireless operation of Deutsche Telekom AG. By the end of the third quarter of 2010, approximately 130 million mobile customers were served by the mobile communication segments of the Deutsche Telekom group — 33.8 million by T-Mobile USA — all via a common technology platform based on GSM and UMTS, the world’s most widely-used digital wireless standards. Today, T-Mobile operates America's largest 4G network, and is delivering a compelling 4G experience across a broad lineup of leading devices in more places than competing 4G services. T-Mobile USA’s innovative wireless products and services help empower people to connect to those who matter most. Multiple independent research studies continue to rank T-Mobile USA among the highest in numerous regions throughout the U.S. in wireless customer care and call quality. For more information, please visit http://www.T-Mobile.com. T-Mobile is a federally registered trademark of Deutsche Telekom AG. For further information on Deutsche Telekom, please visit www.telekom.de/investor-relations.

For more information about T-Mobile’s 4G products, please visit http://www.t-mobile.com.