T-Mobile comes out on top in new quality and customer satisfaction surveys


T-Mobile has beaten out the competition in a pair of new customer surveys.

In response to YouGov’s question “Which of the following brands do you think represents good or poor quality?”, T-Mobile earned an average score of 68 on a scale of -100 to +100. Verizon was close behind with a score of 65, AT&T got a score of 49, and Sprint rounded things out with a score of 42.


T-Mobile showed quite a bit of improvement from 2016 to 2018 in this category. In fact, in 2016 and 2017 T-Mo finished behind Verizon, but T-Mobile gained seven points from 2017 to 2018 and so it was able to surpass Verizon.

When it comes to customer satisfaction, T-Mo earned an average score of 75 on a scale from -100 to +100, beating out Verizon at 62, AT&T at 48, and Sprint at 46.


What’s also notable about T-Mobile’s score of 75 is that it’s the most improved over the past couple of years. In 2016, T-Mobile customers reported their satisfaction at an average score of 67, and in 2017 that score went up to 69.

This report contains a couple of other interesting tidbits about T-Mobile customers, like 72 percent of T-Mo customers saying that they use the internet as their main source of info, compared to 64 percent of the public. Also mentioned is that 47 percent of T-Mobile customers say that their phone’s battery never lasts the whole day without a recharge, while 42 percent of the general public said the same thing.

How would you score your T-Mobile’s quality on a scale of -100 to +100? What about scoring your satisfaction with T-Mo’s on that scale?

Source: YouGov

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    This customer satisfaction survey means nothing,as most do,until all such companies who post the results also disclose who paid for it.

    With that said,I’m relatively pleased w/T-Mobile,but,they could do better in upping the amount of equipment deployed. (network congestion?)
    Speeds have actually slowed down in the last year or so in my area,only improving late night/early morning.

    • pda96

      My observation is the same. In the San Diego area, my speed is 150Mbps+ early in the morning. However, as the day progresses, it slows down to a crawl…10Mbps+. Sometimes, I even get single digits. Coverage inside bldgs still sucks. I’m still waiting for B12 deployment. God only knows when that will happen.

      • Sharti24

        Tmobile is over sold in San Diego. I Havent been there in a couple years but when i was there for my Navy training speeds at 32nd street were like 1-2 mbps. Whos the best carrier there?

        • pda96

          I’m tempted to say VZ is the best. However, VZ is really bad where I live, which is North San Diego. As for North Island, both VZ and AT&T have good coverage.

        • Melissa Cardenas

          I was in San diego last week with my sister who has verizon. My tmobile phone stayed on tmobile while driving around close to the border still in the US side haha. My sisters verizon phone kept switching back and forth between verizon and “Telcel”. Telcel being the mexican carrier . All while still being in the US side. Other than that i think verizon does perform better in San diego . As we got farther from the border i was getting 2-5 mbps on tmobile and she was getting 40-45 on verizon and this was around 3pm .

        • pda96

          I believe you. Despite all the noise, TMO still has a lot of work to do. As I said, where I live, TMO is better than VZ. That’s why I’m with TMO. It’s all about where you live and play. I don’t care about coverage in the boonies or places that I may or may not visit.

  • mikeZo6

    Tmo has nothing to be proud of just over 50% TMOBILE ONLY post positive surveys NEVER negative ones ! They need to STOP BS surveys and work on CONGESTION that cripples network, when people are sleeping data FAST when people are awake data CRAWLS

  • Ascertion

    I’m actually surprised AT&T scored so low. I’ve had good experiences in their stores, but I haven’t really had a reason to contact their customer service for much…yet. Sprint continues to be the only carrier that’ll tell me they’ll call me back and maybe 5% of the time actually do.