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JD Power’s Customer Service Survey Gives T-Mobile Top Honors

July 30, 2015 - Written By Alexander Maxham

If you are a T-Mobile customer, you may have a good experience with their customer service, or you may have a bad experience. It seems that for every company, someone has had a bad experience with their customer service. However, JD Power says that T-Mobile has the best customer service among all of the full-service wireless providers in the US. To be clear, that means out of all the postpaid providers. That includes Verizon, AT&T and Sprint. T-Mobile had a score of 795, AT&T at 792, Verizon at 776 and Sprint at 748. That put the average score at about 781.

That’s not all the good news from T-Mobile though. Their flagship prepaid brand, MetroPCS, got second place among non-contract providers. So who beat out MetroPCS? That’d be Sprint’s prepaid brand of Virgin Mobile here in the US. Virgin Mobile got a score of 760, with MetroPCS at 745, Cricket at 741, Boost Mobile at 732. With TracFone, StraightTalk and Net10 all falling below the average. Ironically, those three brands are all owned by TracFone.

We see that T-Mobile barely squeaked by AT&T to get the top honors, again. And MetroPCS has some work to do to get their top spot from Virgin Mobile. These scores are all out of 1000. It’s a bit surprising to see Sprint below Verizon, as Sprint has typically had pretty decent customer service. Hopefully both of those carriers will improve for the 2016 survey, that should come out in January of next year.

“Congratulations to our AMAZING frontline employees! This award is all theirs,” said John Legere, president and CEO of T-Mobile. “They are the heart and soul of the Un-carrier movement, and I can’t wait to celebrate this awesome achievement with them!”

Obviously, T-Mobile’s CEO is ecstatic about these awards from JD Power. Outside of their network, customer service is probably the most important thing to keep T-Mobile’s customers happy. And the company is excelling at that, so far. T-Mobile also announced their Q2 2015 earnings today, which were hit out of the park, and John Legere will be on a earnings call in just a little bit, so stay tuned for that. Should be interesting, to say the least.