Tmobile Customer Service Ranks First

According to the latest press release on “2010 Wireless Retail Sales Satisfaction Study”, T-Mobile ranks highest in customer satisfaction with the wireless retail sales experience. TMobile scored 723, out pacing Verizon Wireless, which scored 722.

Now in its seventh year, the semiannual study analyzes evaluations from customers who recently had an in-store wireless retail sales experience. Overall customer satisfaction with major wireless carrier-branded stores is based on four factors. In order of importance, they are: sales staff (49%); price and promotion (27%); store facility (14%); and display (10%).

Nearly 40 percent of customers who visited a wireless retail store in the past six months to replace or upgrade a phone from a previous carrier, switch carriers or sign up for wireless service for the first time now own smartphones. The study finds that satisfaction with the retail experience among smartphone owners averages 11 index points higher (on a 1,000-point scale) than that of traditional wireless handset owners (727 vs. 716, on average), despite the fact that smartphones require additional service plan options and are more complex to operate. Smartphone owners are more satisfied than traditional handset owners in all factors, particularly with regard to the sales staff.