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Telecommunications in the US

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T-Mobile overall Effort Score
Black Star 1

64

VS

Black Star 2

62

last Quarter

Sector Effort Score benchmark
Black Star 3

55

VS

Black Star 4

54

last Quarter

Brand analysis

T-Mobile has added +2 to its Overall Effort Score this wave, but that has not been quite enough to wrench back the top spot from Vodafone.

The score increase is reflected by gains across all four component pillars. Style of Communication, Knowledge & Expertise and Speed of Resolving Problems are up by +2, while Valuing the Customer has added +1 wave on wave.

T-Mobile has empowered its customer service team to offer a $10 monthly credit for six months in a bid to stop customers switching carriers. The initiative has only just started, so we will be paying close attention to the Valuing the Customer pillar in Q4’s scores.

Earlier this year, T-Mobile completed the acquisition of US fiber provider Lumos, alongside EQT, to expand its broadband offering. The brand is investing $950m to fuel the expansion of Lumos' fiber-to-the-home network.

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Style of Communication
68

vs

66

last quarter

54% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
63

vs

61

last quarter

49% rate the expertise of the customer service agent as 'excellent'

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

51% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
65

vs

64

last quarter

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

51% 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
61

vs

59

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

47% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'