T-Mobile is the big winner in a survey measuring customer satisfaction

T-Mobile is the big winner in a survey measuring customer satisfaction
A five week survey conducted by Computerworld last year, was designed to rate smartphone carriers. For each category, those surveyed were asked to pick a score from five choices: very satisfied, satisfied, neither satisfied nor dissatisfied, dissatisfied and very dissatisfied. The categories include average upload speeds, average download speeds, availability of connection, reliability of connection, performance relative to cost, technical support, selection of phone models and customer service/billing.

Of the 652 respondents to the survey, a whopping 90% are subscribers to one of the four major U.S. mobile operators. 39% are Verizon subscribers while 27% use AT&T. T-Mobile (13%) and Sprint (11%) are third and fourth respectively. 

Breaking down the numbers, 69% of Verizon customers say that they are satisfied with the availability of their data connection. AT&T was a close second with 67% of its customers responding that they are satisfied with the availability of their data connection. 54% of T-Mobile customers were satisfied while only 39% of Sprint subscribers voted the same way. The results are similar to last year's results which showed Verizon on top and Sprint at the bottom.

As for the reliability of the network connection, Verizon was on top with 59% of its customers satisfied with the reliability of  Big Red's network. T-Mobile was right in the discussion with positive scores reported by 58% of its customers. AT&T was just a percentage point behind T-Mobile with 57% satisfied, and Sprint was last with a 45% satisfaction rating.

T-Mobile scored highest for download speed with a satisfaction score of 65%. AT&T finished second with 62% of its customers happy with the download speed of the network. Verizon (59%) and Sprint (39%) follow. Last year, Verizon led this category with a 71% satisfaction rating. T-Mobile also leads the survey when it comes to upload speed, with a 61% score. 56% of AT&T customers are satisfied, followed by the 52% of Verizon customers who are happy with their upload speed. Sprint finished last again, with a 39% satisfaction rate.

T-Mobile has positioned itself as the value carrier, which is why it's not a surprise that it scored a 70% satisfaction rate for value. 48% of the AT&T customers surveyed believe that they are receiving good value from the mobile operator, while 43% of Sprint subscribers expressed satisfaction. Only 37% of the Verizon customers asked said that they were happy with the carrier from a value aspect.

Sprint finally landed on top with the survey related to phone selection. 81% of its customers taking part in the survey are satisfied with the carrier's lineup of phones. AT&T was next with 78% followed by Verizon and T-Mobile (76% and 75% respectively). All four carriers are separated by a slim 6% in this category.

When it comes to tech support, T-Mobile ranked on top with a satisfaction score of 54%. The carrier also was on top of the category last year, but in 2013 it had tallied a 68% score. Sprint and Verizon both had a 49% satisfaction rating, while AT&T reported a positive response from 43% of its customers. As for customer service, T-Mobile was on top as nearly two-thirds of its customers expressed satisfaction in this category.

The bottom line is that 39% of those surveyed said that they will switch carriers with 61% stating that they will stay put. The biggest reasons given for switching are price, coverage, plan options and customer service. 

source: Computerworld



1. JDogg5281

Posts: 74; Member since: Aug 09, 2012

Poor Sprint

6. downphoenix

Posts: 3165; Member since: Jun 19, 2010

Indeed, but if they spent less on ads and promos and more on network improvements, their survey scores would reflect this.

2. Neros

Posts: 1016; Member since: Dec 19, 2014

Meh, they don't even have an unlimited lte data transfer for users with sim cards (at least in my country). I am currently in t mobile, but they're nothing special and on the expensive side.

3. Fallen1

Posts: 288; Member since: Nov 14, 2014

Have to agree partially with these surveys. Only issue I have is that data isn't always consistent. Our city isn't that big but wish I could have a steady connection all day long

4. ThePython

Posts: 902; Member since: May 08, 2013

Considering how good their plans are, I'm hardly surprised by this, lol.

5. youlookfoolish

Posts: 193; Member since: Dec 14, 2012

Article hyping or overstating T-Mobile? Check to see if Alan wrote it.

9. saucexD

Posts: 62; Member since: Jan 20, 2015

You sound foolish.

7. sun0066

Posts: 270; Member since: Feb 12, 2011

when you feel that what you are paying is a fair amount , that you are not overcharged with taxes and services, thar service is pretty good and always improving with pro consumers measures , that is the result : happy customers


Posts: 290; Member since: Dec 15, 2014

Um, if we go off of "very satisfied" and "satisfied" most of the results were between 40%-59%. Granted, I've been out of school for some time, but I seem to remember that was considered failing. Also over a third of their customers are considering leaving. That's quite the paper tiger you've built there, Leguere. Looks like T-MobiLOL is paying iPA too. So.....TMOiPA XD

11. JunitoNH

Posts: 1946; Member since: Feb 15, 2012

Yeah...yeah...just keep in mind, about 85 of the respondent use T-Mobile, therefore showing greater satisfaction, since their pool is so small.

12. corporateJP

Posts: 2458; Member since: Nov 28, 2009

Go T-mo!

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.