T-Mobile and Metro Take the Top Spots for Wireless Purchase Experience with J.D. Power

Wireless customers love shopping with T-Mobile and Metro by T-Mobile
the most – in stores, online and by phone

  • What’s the news: T-Mobile and Metro by T-Mobile have once again
    been ranked highest for Wireless Purchase experience in the latest
    2019 J.D. Power studies.
  • Why it matters: This is the third time in a row T-Mobile has
    taken the top spot for full-service providers and the third time Metro
    by T-Mobile has ranked first for non-contract full-service providers.
  • Who it’s for: Anyone who wants to shop with the best in the
    wireless biz!

BELLEVUE, Wash.–(BUSINESS WIRE)–It’s magenta and purple at the top! J.D. Power today announced that
T-Mobile and Metro by T-Mobile have once again led the pack, earning the
highest scores in their 2019 U.S. Wireless Purchase Experience Studies,
Volume 1 for full service providers and non-contract full-service
providers respectively. This is the fourth time T-Mobile has ranked
highest, and the third win in a row for the Un-carrier. Metro by
T-Mobile has snagged top honors in the study three times.

The J.D. Power U.S. Wireless Purchase Experience Study assesses wireless
providers through different purchasing factors, measuring everything
from knowledge and courtesy of in-store and phone reps, to website
appearance, ease of navigation and cost of service. In the study,
T-Mobile ranked highest in overall satisfaction at 854 (on a 1,000-point
scale) – significantly higher than the industry average.

Our retail and care teams are simply the best in the business – we’re
tops in Customer Care and now Purchase Experience, too,” said John
Legere, CEO of T-Mobile. “All that winning takes an incredibly driven
and talented team, working together to keep our customers the happiest
in wireless like it’s their job – because it is! And they’re fantastic
at it!”

T-Mobile is all-in on the customer love, having made significant
investments over the past year in retail and care. In August, the
Un-carrier rolled out its groundbreaking Team
of Experts
model nationwide – a dedicated team to help customers
whenever they call or go online, with no bots and no BS. And, in the
last two years, T-Mobile has grown its retail footprint to over 5300
branded retail locations to deliver great Un-carrier experiences
in-person, in even more locations across the country. And Metro by
T-Mobile has over 10,000 branded retail locations across the U.S.

All of those customer-focused investments helped T-Mobile rank highest
in nearly every category in the full-service J.D. Power study, including
cost of service, offerings and promotions, phone sales representative,
website and facility.

And, T-Mobile has long been topping customer satisfaction lists and is
consistently ranked #1 in customer care studies from J.D. Power. Just
last month, the Un-carrier received the highest score in the 2019
J.D. Power U.S. Wireless Customer Care Full-Service Study
—Volume 1
for the third time in a row and the 17th time overall, topping the
rankings more times than any other wireless provider in the history of
the study. In October 2018, for the second year in a row, T-Mobile
ranked highest in business wireless customer satisfaction in J.D.
Power’s latest 2018
U.S. Business Wireless Satisfaction Study
, outperforming the
competition with business customers of every size.

For more information about T-Mobile and Metro by T-Mobile’s J.D. Power
rankings, visit www.jdpower.com.

About T-Mobile US, Inc.

As America’s Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining
the way consumers and businesses buy wireless services through leading
product and service innovation. Our advanced nationwide 4G LTE network
delivers outstanding wireless experiences to 79.7 million customers who
are unwilling to compromise on quality and value. Based in Bellevue,
Washington, T-Mobile US provides services through its subsidiaries and
operates its flagship brands, T-Mobile and Metro by T-Mobile. For more
information, please visit http://www.t-mobile.com.


Media Contacts
T-Mobile US, Inc. Media Relations
[email protected]

Investor Relations Contact
T-Mobile US, Inc.
[email protected]

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