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J.D. Power ranks T-Mobile USA #1 in Retail Sales Satisfaction study


News by Todd Haselton on Thursday August 12, 2010.

t-mobile · carrier news · todd haselton

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Today J.D. Power and Associates announced that T-Mobile's customer satisfaction ranked the highest out of U.S. carriers in its new 2010 Wireless Retail Sales Satisfaction Study Volume 2 report. It's the third consecutive win for T-Mobile USA.

T-Mobile USA ranked the highest in four categories: Sales staff, price/promotion, store facility, and store display. Customers ranked those four areas in order of importance with sales staff being the most important (49 percent), followed by price and promotion (27 percent), store facility (14 percent), and store display (10 percent).

Salesperson knowledge is also important. The study found that, based on a 1,00 point scale, a customer's satisfaction is, on average, 143 points lower if a salesperson fails to explain how to operate a phone.

The study also found that the average time spent in a store to complete a purchase was 56 minutes.

T-Mobile's average score was 744 in the survey, followed by Sprint Nextel with a score of 743. AT&T scored 733 and Verizon Wireless scored 729. The industry average was 743.

 
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About the author

Todd Haselton
Todd is a senior editor at MobileBurn and works out of his home in New York City. He covers news for us and also writes reviews. You can follow him on Twitter at @RoboTodd

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