T-Mobile US tops customer satisfaction in 2017 - study

Wednesday 3 January 2018 | 16:29 CET | News
T-Mobile customers in the US consistently showed the highest level of customer satisfaction in 2017, beating rivals Verizon, Sprint and AT&T, according to the latest data from the YouGov BrandIndex. Asked whether they'd consider themselves either a satisfied or dissatisfied customer, T-Mobile subscribers gave a Satisfaction score of 70 on a scale ranging from -100 to +100 in the first quarter. In the second quarter, they gave a score of 66, followed by 69 in the third and 72 in the fourth. In September, after T-Mobile announced its "Netflix On Us" partnership, which provides subscribers with free access to the streaming service, YouGov data showed a slight increase is customer satisfaction. 

By comparison Verizon customers gave Satisfaction scores of 61, 59, 58, and 57 in Q1, Q2, Q3 and Q4, respectively, suggesting a slight decline in contentment. In August, after Verizon announced three new unlimited data plans that placed limits on video quality for all customers across its network, YouGov numbers registered a noticeable drop in customer satisfaction. Current T-Mobile customers are more likely to fall within the 18-34 age range than customers of Verizon, Sprint, or AT&T. They were also more likely to say the internet is their primary source of information. About 78 percent of T-Mobile customers agree with this statement, compared to 71 percent of Sprint customers, 69 percent of AT&T customers, and 68 percent of Verizon customers. Finally, T-Mobile customers are the most likely group to say they're usually interested in trying the latest technology products, services, and apps. A study from HarrisX also ranked T-Mobile US number one in Overall Customer Satisfaction and Likelihood to Recommend. The consumer opinion tracker surveys over 360,000 mobile phone customers per year.

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