T-Mobile first, AT&T second in purchase experience, as phone and plan prices go way up

The latest survey of 13,000 carrier customers by renowned research firm J.D. Power shows one clear trend in 2017 - users are increasingly going full circle with their smartphone purchases, buying them from their current phones. The reason they don't bother with carrier shops, besides the pushy rep experience, is that on average it takes them just 10.6 minutes to complete a handset purchase from their own phone or tablet, against almost 14 minutes in the store.

J.D. Power's survey also acknowledged what is already blatantly obvious - that in 2017 smartphone prices rose to the most expensive on record, as wireless customer paid on average $364 for their phones bought in the last quarter, compared to $308 in Q1 2017. That's a whopping 15% increase in just a few months, and we have $900+ handsets like the iPhone X, Note 8, or Pixel 2 XL to blame for the ASP runup. 

To add insult to injury, the average monthly bill went up to $157 now, compared to $149 in early 2017, as discount carriers like T-Mobile or Sprint, are increasingly cutting down on subsidies and promotions. When asked about their purchasing experience with the big four US carriers, though, the 13,000 respondents still gave the first place to T-Mobile, followed by AT&T, Verizon and Sprint. Thus, while T-Mobile's plan prices might be getting on par with Verizon's, it still manages to carry the aura of the people's carrier in customer service. Thanks, Mr Legere.

source: J.D.Power



1. jphiller87

Posts: 92; Member since: Apr 23, 2015

Been with Tmobile since 2007 it has been rough at times but I can honestly say i'm glad I stuck it out we have 4 lines unlimited talk/text 24gb of LTE for only $76 a month after tax.

2. andrewc31394

Posts: 302; Member since: Jun 23, 2012

as someone who's worked for both AT&T and Sprint for years and now has service with T-Mobile, I can say this sounds spot on. AT&T service was fine, I just got a better discount when I worked at Sprint. But Sprint's customer service was god awful when my text messaging abruptly stopped working and they did nothing to remedy the situation (a supervisor hung up on me when he said I was being transferred) so I switched to T-Mo. Nothing but smiles ever since!

Latest Stories

This copy is for your personal, non-commercial use only. You can order presentation-ready copies for distribution to your colleagues, clients or customers at https://www.parsintl.com/phonearena or use the Reprints & Permissions tool that appears at the bottom of each web page. Visit https://www.parsintl.com/ for samples and additional information.