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T-Mobile was tops in customer satisfaction among US carriers for 2017

According to two research firms, T-Mobile took first place in customer satisfaction among all four major US carriers.

Published onJanuary 3, 2018

  • Two research firms found that T-Mobile had the highest customer satisfaction among all four major US carriers
  • It was also found that people were more likely to recommend T-Mobile over others
  • The numbers show that, well, people seem to be happy with the Un-carrier

T-Mobile likes to toot its own horn while trying to quiet the “duopoly” of Verizon and AT&T. It has done so for years, though T-Mobile has backed up that talk with increasing number of subscribers. This time around, it has backed up the talk by having the highest customer satisfaction among the four major US carriers.

Starting with HarrisX, the research firm surveyed over 360,000 consumers and found that T-Mobile had the highest customer satisfaction during each quarter of 2017. Verizon and AT&T swapped second and third place throughout the year, while Sprint’s customer satisfaction decreased as 2017 went on.

HarrisX also concluded that customers were more likely to recommend T-Mobile than any other US carrier throughout 2017, with Verizon, AT&T, and Sprint coming in second, third, and fourth place, respectively.

Meanwhile, research firm YouGov BrandIndex found that T-Mobile maintained the highest customer satisfaction rating throughout 2017, with AT&T notably coming in either dead last or tied for last place with Sprint. Verizon, meanwhile, maintained the second place spot for the year.

Weirdly enough, the research firm also found that T-Mobile subscribers were more likely to say that the internet was their primary source of information, though that statistic was only for this past December.

T-Mobile also said that its LTE network now covers 322 million people, 7 million more people than the carrier covered last year.

The obvious point is that customers are satisfied with T-Mobile, but when taking into account T-Mobile’s 18 straight quarters of adding more than one million subscribers, 1.23 percent churn rate (the rate that subscribers leave T-Mobile), and thousands of new stores, the carrier seems to be doing just fine.

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The numbers also give T-Mobile more momentum heading into 2018. This is the year the carrier plans to make use of all the 600 MHz spectrum it scooped up, which will come in handy when it comes to covering rural areas.

2018 is also the year when T-Mobile launches its “disruptive” TV service and continues to expand its gigabit LTE network, which the carrier says is a significant milestone in getting to 5G. In other words, it’s going to be a busy time for the Un-carrier, so we’ll see if it can step up its game.

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