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T-Mobile, Metro by T-Mobile Scores Big on Customer Care Report

Once again, T-Mobile tops a customer care study. 

Considering the fact that this is T-Mobile's 20th time to top J.D. Power's 2020 U.S. Wireless Customer Care Full-Service Performance Study-- Volume 2, it really is no surprise. In addition to this being its 20th time, this is also T-Mobile's 6th win in a row. 

Its prepaid brand, Metro by T-Mobile, has also taken the lead on the J.D. Power 2020 U.S. Wireless Customer Care Non-Contract Performance Study -- Volume 1 and 2 among Non-Contract Full-Service Wireless Providers. 

These numbers show that T-Mobile is working round the clock for its customers even in the face of a global pandemic. As a matter of fact, T-Mobile has relocated almost all of its customer care team to work from their homes as a way of keeping them safe and socially distant. Because the Un-carrier was able to relocate over 12,000 Care experts from March 11 and March 31, they were able to continue working without delay. Call wait times continue to be under 90 seconds, a number that has been in place since pre-pandemic. 

According to T-Mobile's EVP of Customer Care, Callie Field:

"This win is especially important to us now, as we face this global pandemic. It's more critical than ever for our customers to get the service they deserve, and taking home top honors again is a huge win -- for our hard-working teams, and for our customers who deserve personalized, quick, excellent service. I'm so incredibly proud of our Care experts for being nimble, for their dedication to customers in the face of such change and uncertainty. This win says it loud and clear for our customers: we are with you."

T-Mobile was able to get a score of 852 in the study, 36 points higher than the average in the industry. The categories where T-Mobile scored highest were in Assisted Care and Unassisted Care. This shows that customers like getting to talk to T-Mobile's team on their own terms via text, online, phone, or a scheduled call-back. 

Meanwhile, T-Mobile's prepaid brand, Metro by T-Mobile, earned a score of 827; a number that's only 4 points higher than Cricket Wireless. 

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