T-Mobile just found another reason to stroke its already strong ego, this time at the hands of its customers. According to the recently released results of the J.D. Power 2016 U.S. Wireless Customer Care Full-Service Performance Study, T-Mobile customers are the most satisfied in the industry. These findings remain consistent with those of the last four awards periods, in three of which T-Mobile came out on top. Attributing its success to the firm’s “team’s focus and determination,” T-Mobile is promising customers even more in return.
In a blog post authored by T-Mobile CEO John Legere, the publicity-seeking leader writes, “Honestly, beating AT&T and Verizon when it comes to caring about customers is like the Mets winning at pee-wee ball. Sure, delivering the best care in wireless feels good. But we’ve set our sights higher.” So what does that mean? Apparently, for T-Mobile, it’s being the “very best in the world.” With their goals set on “world-class service,” T-Mobile doesn’t want to just be the best cell phone service provider. It wants to be … the best.
“We think customer care should have a different goal: satisfying and often astounding our customers,” Legere says. “Sure, that’s a little more expensive, but it’s more than worth it when you’re building a business for the long run.”
Already, T-Mobile has offered a few pretty enticing deals from a business standpoint — there’s the popular (though potentially illegal) Binge-On program, the BOGO half off smartphone deal, and the company’s most recently announced unlimited LTE family plan. But it looks like T-Mobile may be going further still, and not only in terms of phone service, but in customer service as well.
“Over the next year, you’re going to see us roll out new capabilities and features that’ll take our customer care to the next level,” promises Legere. “We’re gonna make care more mobile — tap into the power of that supercomputer our customers carry in their pockets; more personal — because great customer care is personal customer care, pure and simple; and more Un-carrier — doing what we’ve done all along by challenging the status quo and completely changing the game.”
