T-Mobile - Nice

Telecommunications in the US

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T-Mobile overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Last wave we asked if anyone unseat T-Mobile after 15 months at the top of the Telecommunications in the US table?

This quarter sees Vodafone overtake T-Mobile after adding +4 to its Overall Effort Score wave on wave, while T-Mobile remained on the same score as in Q1 2025.

Two of the component pillars making up T-Mobile's score have also remained the same wave on wave – Knowledge & Expertise and Speed of Resolving Problems, with 53% of customers saying they made it ‘very easy’ to achieve what they set out to do.

Style of Communication is down by -1, with fewer customers rating the politeness of their staff as 'excellent' than they did in Q1 2025. Meanwhile, Valuing the Customer is up by +1 wave on wave.

Last month, T-Mobile completed the acquisition of US fiber provider Lumos, alongside EQT, to expand its broadband offering. The brand will invest $950 to fuel the expansion of Lumos' fiber-to-the-home network.

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'

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

Valuing the Customer

last quarter

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

50% say the way they understood their needs was 'excellent'

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

Speed of Resolving Problems

last quarter

44% rate how easy it was to find the information they wanted on the website/app 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