T-Mobile recently closed the gap with Verizon in customer satisfaction ratings, and new data from 451 Research indicates its newfound dominance is sticking.
Back in December and January, both Consumer Reports and 451 Research found the Un-carrier had finally clawed its way to the top in terms of overall customer satisfaction (though the latter indicated Verizon still led in satisfaction with coverage, reliability, speed, and video quality individually). In an update, 451 Research indicated T-Mobile was “holding strong” in its leadership position.
According to a survey of more than 4,000 North American respondents, 451 Research found T-Mobile actually improved its customer satisfaction rating in the intervening months. The score raised one point to a total of 39 percent of subscribers who said they were “very satisfied” with the carrier. That figure compared to a score of 36 percent for Verizon, and 28 percent each for AT&T and Sprint. 451 Research pointed out the Verizon score marked an all-time low for Big Red since it began tracking customer satisfaction for the carriers in 2011.
Verizon and T-Mobile, however, continued to battle it out for the crown in customer loyalty, with equal scores of 9 percent on the percentage of customers likely to churn within the next 90 days. On that front, T-Mobile’s score was one point worse than in the last survey, while Verizon’s had remained unchanged.
A finding that won’t surprise anyone who has been tracking carrier reports is 451’s reveal that T-Mobile took top honors as the carrier customers are most likely to switch to. The un-carrier’s score of 15 percent topped Verizon’s 12 percent, and AT&T’s 10 percent. Sprint was in last place, with 5 percent of switchers saying they planned to join Team Yellow. Another third of respondents were undecided.
A full version of 451 Research’s report can be found here.
Filed Under: Carriers
