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It looks like T-Mobile’s “Uncarrier” makeover has been not only in gaining subscribers, but also in improving customer satisfaction.

While T-Mobile didn’t quite beat the average score in J.D. Power’s survey on customer care from major cell phone service providers, the Bellevue-based carrier saw the most improvement out of any company in the survey, placing it ahead of Sprint, which previously held the third-place spot.

AT&T, which has been a punching bag for T-Mobile CEO John Legere, ranked first ahead of Verizon.

The survey asked more than 7,000 subscribers how satisfied they were with the customer service they received from their cell phone provider. While that may seem like an insignificant metric, J.D. Power says 30 percent of customers who have a service call lasting longer than 15 minutes will switch carriers. Now, correlation doesn’t equal causation, and it’s likely that people who have long calls are dealing with complicated issues, which would lead them to seek greener pastures with a competitor.

Overall, it’s good news for T-Mobile, which is trying to garner interest from users who are dissatisfied with their existing carrier.


In addition, MetroPCS, which is owned by T-Mobile, placed first among pre-paid carriers, beating out Virgin Mobile and Boost Mobile for the top spot.

As always, Legere was on hand on Twitter to issue some quick praise following the announcement.

All of this comes as T-Mobile and Sprint are reportedly weighing a merger that would combine the two companies. While both companies seem to be pressing full speed ahead with their own initiatives (including a recent trio of T-Mobile advertisements that showed NFL players switching away from Sprint), their majority owners Softbank (Sprint) and Deutsche Telekom (T-Mobile) have reportedly been in negotiations behind closed doors.

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