T-Mobile continues to win on satisfaction

Ted MarzilliCEO YouGov Direct
August 14, 2019, 10:24 PM GMT+0

T-Mobile continues to come up aces on customer satisfaction, according to figures from YouGov Plan and Track.

The cell carrier’s customers reported higher satisfaction with their wireless carrier since 2017 than customers of Verizon, AT&T, or Sprint showed for their respective provider.

When asked if they'd consider themselves either a satisfied or dissatisfied customer, T-Mobile subscribers gave the brand an average score of 75 on a scale ranging from -100 to +100 throughout the past year. Verizon came in second place with a Satisfaction score of 62 among its current customers, followed by AT&T with 49 and Sprint with 49.

A look back to the beginning of 2016 indicates that T-Mobile has also experienced the most growth in customer satisfaction. Numbers show that the brand climbed from a Satisfaction score of 67 in 2016, to 69 in 2017, to 78 in 2019. Save for Sprint, which has been increasing in recent months, the nation’s other leading wireless carriers, by comparison, have remained relatively flat throughout the same time period.

But it’s not just satisfaction that drives T-Mobile. The company has also shown consistent strength in overall Impression scores, according to YouGov’s Plan and Track data. For the past years we have asked Americans about their overall impression of the various carriers and T-Mobile has ranked at the top for years.

Impression scores range from -100 to +100, so none of the major carriers is in poor position. Each of them hover in a positive impression range, but not like T-Mobile.

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