T-Mobile - Nice

Telecommunications in the US

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Vodafone overall Effect Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Can anyone unseat T-Mobile? The brand has led the 'Telecommunications in the US' table for more than a year now and its lead is actually increasing.

T-Mobile scored 62 this wave, up 1 vs Q4 2024. This wasn’t just down a fluke in one pillar either. ‘Style of Communication’ and ‘Valuing the Customer’ saw gains this wave, while the other two pillars held their scores from the previous quarter.

T-Mobile now leads the field in all four pillars, after finally overtaking Verizon in the ‘Style of Communication pillar’ – a fantastic achievement for T-Mobile’s customer team.

Style of Communication

last quarter

53% say the politeness of their customer service agents is 'excellent'

53% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

47% say the way details were clearly explained to them was 'excellent'

50% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

49% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% say the range of solutions or options that were suitable was "excellent"

61% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

44% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

49% 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