AT&T - Nice

Telecommunications in the US

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AT&T overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

AT&T is moving up the Telecommunications in the US rankings, seizing joint third alongside Verizon, up from fourth last wave.

The brand has added +1 to its Overall Effort Score, completing another quarter of consistent growth in 2025. The rise has been driven by +1 increases in Style of Communication, Knowledge & Expertise and Speed of Resolving Problems.

Valuing the Customer remains stubbornly unchanged vs last wave, but with 63% of its customers staying they were ‘very satisfied’ with the outcome of their communication or contact - its plateauing, but at a market-leading level.

In February, T-Mobile announced it was extending free Starling trials to AT&T and Verizon customers. However, the catch is that AT&T customers will have to pay $20 a month for the service, whereas those using T-Mobile plans can add it for $15 a month, with a further $5 discount for early adopters.

The way this offer and the way it differentiates from T-Mobile could shape Customer Effort Index scores in waves to come.

Style of Communication

last quarter

51% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

47% rate the expertise of the customer service agent as 'excellent'

47% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% say the way they understood their needs was 'excellent'

63% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

53% say they made it ?very easy? to achieve what they set out to do