T-Mobile led rivals on customer satisfaction throughout 2017

Paul HiebertData Journalist
January 02, 2018, 6:00 PM GMT+0

Surveys also show that T-Mobile customers are more likely to say the internet is their primary source of information

As the new year begins, recent data from YouGov BrandIndex reveals that current customers of T-Mobile consistently gave their wireless carrier a higher Satisfaction score throughout 2017 than customers of Verizon, Sprint, or AT&T gave their respective telecommunications provider.

Asked whether they'd consider themselves either a satisfied or dissatisfied customer, T-Mobile subscribers gave the brand a Satisfaction score of 70 on a scale ranging from -100 to +100 in the first quarter of 2017. In the second quarter, they gave the brand 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.

Verizon customers, by comparison, gave their wireless carrier Satisfaction scores of 61, 59, 58, and 57 throughout the same time periods, suggesting a slight decline in contentment with the brand. 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.

Additional figures from YouGov Profiles suggests that current T-Mobile customers are more likely to fall within the 18-34 age range than customers of Verizon, Sprint, or AT&T.

T-Mobile subscribers are also more likely than the other consumer groups to say the internet is their primary source of information. At present, 78% of T-Mobile customers agree with this statement, compared to 71% of Sprint customers, 69% of AT&T customers, and 68% of Verizon customers. Furthermore, T-Mobile customers are the most likely group to say they're usually interested in trying the latest technology products, services, and apps.

All this suggests that while each of America's four major wireless carriers are providing satisfactory service to their current subscribers, T-Mobile is doing the best job of meeting the needs and wants of its younger, more tech-savvy customer base.

Photo: Getty

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