T-Mobile Shows Renewal Customer Growth Is Strong

There has been a lot of negative news lately surrounding T-Mobile’s financial performance given AT&T’s efforts to portray them as a carrier steps away from financial ruin. While that may be the way AT&T is attempting to portray T-Mobile, there is some good news considering T-Mobile’s recent internal report regarding the number of customer renewals in the last three months. A total of 5 million customers have renewed their service with T-Mobile in the last three months alone.

During the month of June T-Mobile renewed 1.7 million customers, 1.6 million customers in July and 1.7 million customers were renewed on contract in August.

“Our 4G network, strong handset lineup, and the introduction of the classic and value plans are giving customers are reason to stay and our RSRs/CSRs are executing flawlessly,” says Greg Hoffman, VP of Churn and Retention. “The renewals programs we implemented are showing big results. We’ve had three terrific months in a row.”

T-Mobile is taking a long hard look at their churn results and has begun attacking the causes individually. T-Mobile is working toward a renewal goal of 85% translating to 16.5 million on-contract customers by years-end. At the end of August T-Mobile is at 83.4%.

While three months of renewal success isn’t enough to turn T-Mobile detractors around in their overall beliefs of the company’s health, it shows that T-Mobile isn’t quite as dead in the water as some would believe. Furthermore, it will definitely take more than three months numbers to turn around the overall impression that AT&T is attempting to spread surrounding T-Mobile’s future without a partner such as AT&T. So T-Mobile we salute your continued efforts to work for your customers and continuing to provide great value.

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  • http://twitter.com/PrettyGrlBanks Da Queen?

    The numbers in a lie they make you renew everytime you change your plan … And me again when I added my employee discount last week … 

  • http://www.facebook.com/people/Dan-Erickson/6605429 Dan Erickson

    Misleading metrics there.  Tmobile is resorting to shady tactics to drive it’s contract service.  Like the other day I called to follow up on an unsolicited sales call (no message left).  They “were just calling to make sure their customers were satisfied.”  Ah ok – so he explains that I could save $50 moving from my grandfathered 1500 min data plan to an unlimited everything plan.  Sweet!  Lets do that. “No problem!  He says, let me just read you this message… yadda yadda… we do ask that you stay with us for at least 24 months… -” Hold on there!  This is a contract?!  “Err, um yes it is.”
    No that’s just unacceptible.  If you’re about to lock someone into a binding, penalty-carrying 2 year contract, you’d damn-well better mention the word ‘contract’ at some point!
    Incidentally, when I asked about data speeds and throttling, the gentleman had never even heard of the term 4G (thought I meant 4Gb).

  • Dimples

    Look I’m not happy with the tmobile service . You can’t use the phone in certain areas, slow as hell even and the list goes on. Yes they have nice phones but can’t seem to get the service issues in order. The only way I will renew my contract is if the iphone 5 comes to tmobile. I’m ready to pay 1000 dollars just to get out of my contract….. (so I’m told it will cost 200 for each line) I should never have left verizon. I was out with a family member whom is wIth verizon..thank God for this as I had an emergency and could not make a call nor text. But my family whom is with verizon was able to make the call for me. (And Verizon has the iphone). This will be yb1000 dollars well spent. Its not about bEing cheap…its about good service etc…

  • Dimples

    Look I’m not happy with the tmobile service . You can’t use the phone in certain areas, slow as hell even and the list goes on. Yes they have nice phones but can’t seem to get the service issues in order. The only way I will renew my contract is if the iphone 5 comes to tmobile. I’m ready to pay 1000 dollars just to get out of my contract….. (so I’m told it will cost 200 for each line) I should never have left verizon. I was out with a family member whom is wIth verizon..thank God for this as I had an emergency and could not make a call nor text. But my family whom is with verizon was able to make the call for me. (And Verizon has the iphone). This will be yb1000 dollars well spent. Its not about bEing cheap…its about good service etc…