The American Customer Satisfaction Index (ACSI) today released a new report that details customer satisfaction among telecommunications companies. Included subscription TV companies, ISPs, cellphone companies, and wireless providers. When it comes to the carriers, T-Mobile beat out the other top three US providers with a score of 74, up from 70 in 2015.
To compare, AT&T and Verizon both earned a score of 71 in this report, while Sprint finished with a 70. Despite beating out its major competition, though, T-Mobile wasn’t the highest scoring carrier in ACSI’s report, with TracFone taking that honor thanks to its score of 75.
When asking consumers about their wireless experience, ASCI inquired about details like the courtesy of store and service center staff, network coverage, call quality, ease of understanding bill, range of plans available, data speeds, and website satisfaction.
As I mentioned before, T-Mobile has recently won awards from J.D. Power and Consumer Reports, so it’s not too surprising to learn that T-Mo fared well in ACSI’s study, too. Un-carrier moves like Binge On and Music Freedom go a long way to attract new customers and keep current ones happy, and T-Mo has been working to improve its coverage with Extended Range LTE, too. Having an outspoken CEO like John Legere that visits call centers and interacts with customers via Periscope probably helps, too.
ACSI also published customer satisfaction ratings for several top smartphone makers. Apple came out on top in these ratings with a score of 81, edging out Samsung and its score of 80. Behind those two was Motorola/Lenovo with 77 HTC with 75, and both LG and Microsoft putting up scores of 74.