Taking the J.D. Power and Associates 2008 Wireless Customer Care Performance Study seven times in a row is how you keep customers. Congratulations to T-Mobile for the honors! With recent figures showing them picking up nearly 1 million new customers last quarter, odds are good that they’ll be happy ones. And as we all know, happy customers are less likely to leave you. Are you listening Sprint?
Now, for the not so good news. T-Mobile is embroiled in a class action suit regarding not allowing their customers the ability to opt-out of receiving text messages. With rates between 15-20¢ per message, people should have the right to stop incoming. No excuses for this one. Fix this now and watch your satisfaction rate continue to climb.