A recent survey shows that T-Mobile was number one in customer satisfaction when it comes to customer feedback. They came in first in the areas of Service Satisfaction, Promoter Satisfaction, Overall Satisfaction, and Likelihood to Recommend to friends or family. John Legere, President, and CEO of T-Mobile said, “We have the best damn care team in the business – at this point, that’s not even up for debate”.
Nielsen Mobile Insights (NMI) conducts one of the most comprehensive studies in the area of carrier satisfaction by surveying more than 30,000 users each month, which totals out to speaking with over 360,000 participants each year. NMI includes both English and Spanish users in 86 US markets – even driving great distances to monitor signal strength. JD Powers has done similar studies with similar results. T-Mobile’s 71.5 million customers are happy with the Un-carrier’s lower pricing, data plans, and the help they receive when customer service has to get involved.
While the debate rages on as to whether Verizon and AT&T have better overall coverage than T-Mobile, when it comes to value, their plan structure, the amount of data they provide, and their great customer service they provide, T-Mobile’s customers are willing to overlook some lapses in nationwide coverage. If you look at the line graphs, you can see that under Service Satisfaction, T-Mobile is quite a bit above its next closest competitor, Verizon. Who are then followed by AT&T and then Sprint. The Net Promoter Score shows T-Mobile coming out on top, followed once again by Verizon, AT&T, and Sprint, in that order. The Overall Satisfaction has T-Mobile quite a bit on top with Verizon and AT&T neck-and-neck, with Sprint coming in last. The category of 'Likelihood to Recommend', T-Mobile is also number one, with Verizon, AT&T, and Sprint relatively close together. It seems odd that Sprint scored so low in the other three categories yet their users were noted as still likely to recommend them to a friend.
It seems unlikely that T-Mobile will fall from the top position anytime soon, and their #wewontstop appears to indicate that they will continue their fight against Verizon and AT&T. Which some would argue is a good thing for all involved as it breeds innovation, better service, and lower prices.