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T-Mobile USA Ranks in Customer Care

The results of the 2004 Customer Care Performance Study released by J.D. Power and Associates ranks T-Mobile USA (Booth 303) highest among national carriers, by a significant margin. T-Mobile says their high ranking is because they give their customers more minutes, more features and more service.

The 2004 J.D. Power and Associates Customer Care Performance Study provides a detailed report card of wireless customer care performance, based on customer experiences with both the service representative and automated response system (ARS). Four key areas that impact overall carrier performance are factored to determine the customer care index. The key areas include service representative interaction, resolution contact frequency, ARS processing/navigation and hold time duration.

In 2003, the Customer Care Study by J.D. Power and Associates indexed T-Mobiles customer care above the industry average. Since then, T-Mobiles has been committed to providing the best service, as part of its best value in wireless focus. This focus led to the opening of additional call centers in the United States and the implementation of a range of procedures designed to increase customer care and satisfaction. With one of the highest rates of new subscriber additions in the industry, T-Mobile sees their customer service as a priority commitment and a differentiator in the marketplace.

T-Mobile operates the largest GSM/GPRS 1900 voice and data network in the country, reaching over 251 million people including roaming and other agreements. In addition, T-Mobile operates the largest carrier owned Wi-Fi (802.11b) wireless broadband network in the country, available in more than 4,700 public access locations including Starbucks coffeehouses, Borders Books and Music, FedEx Kinkos Office and Print Centers, Hyatt Hotels and Resorts, airports and select American Airlines Admirals Clubs, Delta Air Lines Crown Rooms, United Airlines Red Carpet Clubs and US Airways Clubs.


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