Skip to main content
  1. Home
  2. Mobile
  3. Products

Survey says T-Mobile offers best customer service in the industry

Malarie Gokey
By

survey says t mobile offers best customer service industry rolls out voice over lte seattle
Image used with permission by copyright holder
Talking to customer service representatives in person or on the phone is rarely easy. Just ask the customer who tried to cancel with Comcast. Many users choose to head to the Web to find a solution instead, rather than risk berating an innocent rep. Sometimes, the answer isn’t online, though, so you have to go through all three channels just to get an answer. Needless to say, doing so tends to make customers very irate.

In a recent study JD Power found that of all the U.S. carriers, T-Mobile ranks highest in customer satisfaction, mainly because it solves users’ problems and answers their questions quickly, accurately, and kindly. More customers said that T-Mobile is “among the best” and gave the Uncarrier a five-star rating. The only other carriers to achieve such high marks were AT&T and Metro PCS. AT&T came in a close second behind T-Mobile with 788 points out of 1000. T-Mobile had 792 points.

Recommended Videos

Verizon and Sprint lagged behind with just 772 and 748 points and 3 and 2 star ratings respectively. Meanwhile, Metro PCS amassed 741 points and a 5-star rating, making it the top scorer in the non-contract category.

Related

Shorty after the study was released, T-Mobile announced that it now has 50.5 million subscribers, up by 1.5 million this quarter alone. This is the fifth consecutive quarter in which T-Mobile has aded 1 million+ new subscribers. The company also turned a profit again. To celebrate, T-Mobile announced that Voice Over LTE (VoLTE) is now available for all its customers across the nation.

“We have completely reversed T-Mobile’s trajectory and started a revolution that is changing the rules in wireless,” John Legere, President and CEO of T-Mobile said in a press release. “Now — with more than 50 million customers, 1.5 million customers added this quarter and 5 quarters in a row of over 1 million net new customers — we are proud to be the fastest growing wireless company in America, with the fastest 4G LTE network and, just this morning, recognized for having the best Customer Service nationwide.”

It would seem that the Uncarrier is picking up momentum. Recently, T-Mobile announced a new family plan promotion, which more than doubles the amount of free data for families of four. In the meantime, reports hint that T-Mobile is gearing up to acquire Sprint, but the purchase may be delayed, perhaps to September.

Editors' Recommendations

Topics
Malarie Gokey
Malarie Gokey
Former Digital Trends Contributor
As DT's Mobile Editor, Malarie runs the Mobile and Wearables sections, which cover smartphones, tablets, smartwatches, and…
T-Mobile still has the fastest 5G, but its rivals are catching up
T-Mobile smartphone.

For most of 2023, we’ve seen median 5G speeds among the big three carriers remain fairly stable, leading us to believe that things were beginning to reach a plateau. However, it now seems that this may only be true at the very top end of the 5G speed race.

Today, Ookla released its latest market research on 5G speeds for the third quarter of 2023, and it’s an interesting mix of surprising and not-so-surprising developments in the 5G market.

Read more
T-Mobile’s huge lead in 5G speeds isn’t going anywhere
OnePlus Nord N300 5G speed test.

It looks like 2023 could shape up to be the year that we reach "peak 5G." While T-Mobile still enjoys a very healthy lead over its rivals, we're no longer seeing significant speed increases from any of the big three U.S. carriers.

That's not surprising for T-Mobile and Verizon since they now cover more than two-thirds of the U.S. population. AT&T still has room to grow, yet it seems to be in a resting phase rather than an expansion one right now.

Read more
The 5G speed race is over and T-Mobile has won
Cell phone tower shooting off pink beams with a 5G logo next to it.

Every few months, a new market analysis comes out comparing the top 5G performance and availability among U.S. carriers. Each time, we wonder if the latest report will finally topple T-Mobile, which has held a commanding lead over rivals AT&T and Verizon for years. Yet, with each new report, T-Mobile pulls farther ahead while AT&T and Verizon are left in the dust.

With that in mind, Opensignal's latest 5G Experience Report doesn't bring too many surprises, at least in broad strokes. T-Mobile continues to deliver 5G download speeds that are more than twice those of any other carrier and more than twice the 5G availability. This means you won't just get faster performance on T-Mobile's 5G network, but you're more likely to be able to find a 5G connection.

Read more