Skip to main content

Survey says T-Mobile offers best customer service in the industry

survey says t mobile offers best customer service industry rolls out voice over lte seattle
Image used with permission by copyright holder
Talking to customer service representatives in person or on the phone is rarely easy. Just ask the customer who tried to cancel with Comcast. Many users choose to head to the Web to find a solution instead, rather than risk berating an innocent rep. Sometimes, the answer isn’t online, though, so you have to go through all three channels just to get an answer. Needless to say, doing so tends to make customers very irate.

In a recent study JD Power found that of all the U.S. carriers, T-Mobile ranks highest in customer satisfaction, mainly because it solves users’ problems and answers their questions quickly, accurately, and kindly. More customers said that T-Mobile is “among the best” and gave the Uncarrier a five-star rating. The only other carriers to achieve such high marks were AT&T and Metro PCS. AT&T came in a close second behind T-Mobile with 788 points out of 1000. T-Mobile had 792 points.

Recommended Videos

Verizon and Sprint lagged behind with just 772 and 748 points and 3 and 2 star ratings respectively. Meanwhile, Metro PCS amassed 741 points and a 5-star rating, making it the top scorer in the non-contract category.

Shorty after the study was released, T-Mobile announced that it now has 50.5 million subscribers, up by 1.5 million this quarter alone. This is the fifth consecutive quarter in which T-Mobile has aded 1 million+ new subscribers. The company also turned a profit again. To celebrate, T-Mobile announced that Voice Over LTE (VoLTE) is now available for all its customers across the nation.

“We have completely reversed T-Mobile’s trajectory and started a revolution that is changing the rules in wireless,” John Legere, President and CEO of T-Mobile said in a press release. “Now — with more than 50 million customers, 1.5 million customers added this quarter and 5 quarters in a row of over 1 million net new customers — we are proud to be the fastest growing wireless company in America, with the fastest 4G LTE network and, just this morning, recognized for having the best Customer Service nationwide.”

It would seem that the Uncarrier is picking up momentum. Recently, T-Mobile announced a new family plan promotion, which more than doubles the amount of free data for families of four. In the meantime, reports hint that T-Mobile is gearing up to acquire Sprint, but the purchase may be delayed, perhaps to September.

Malarie Gokey
Former Digital Trends Contributor
As DT's Mobile Editor, Malarie runs the Mobile and Wearables sections, which cover smartphones, tablets, smartwatches, and…
T-Mobile just made its 5G Home Internet plan cheaper; here’s the new price
Cell phone tower shooting off pink beams with a 5G logo next to it.

T-Mobile, the nation's third-largest carrier, recently dropped the price of its home internet plan. The company is also offering a prepaid Mastercard for customers who sign up for the service.

As reported by CNET, the T-Mobile Home Internet plan is decreasing in price from $60 to $50 per month. This new rate includes a $5 monthly discount for enrolling in automatic payments. Customers can save up to $20 monthly when bundling the service with the company's Go5G Next, Go5G Plus, or Magenta Max phone plans.

Read more
T-Mobile is getting rid of its misleading ‘Price Lock’ policy
T-Mobile CEO Mike Sievert standing in front of a banner that reads Internet Freedom.

T-Mobile just got into some trouble with the National Advertising Program (NAD), a part of the BBB National Programs, an independent non-profit organization, for advertising its supposed “Price Lock” policy for 5G internet service.

Basically, the premise behind the “Price Lock” was a promise not to increase prices for customers who were on the Un-Contract Promise: “Starting January 18, 2024, customers activating or switching to an eligible rate plan get our Price Lock guarantee that only you can change what you pay—and we mean it!”

Read more
5 carriers you should use instead of T-Mobile
The T-Mobile logo on a smartphone.

When it comes to performance, quality, and reliability, T-Mobile is undoubtedly one of the best carriers in the U.S. It offers the fastest speeds and the broadest coverage with reasonably priced plans that include quite a few perks.

However, that may still add up to more than you want to pay; top-notch performance comes with a higher price tag attached. The good news is that T-Mobile is far from the only game in town. In addition to the other two of the big three U.S. carriers -- AT&T and Verizon -- there are dozens of Mobile Virtual Network Operators (MVNOs) that piggyback on the big carrier networks with more affordable plans that offer the same coverage and great performance at a fraction of the price. You’ll get fewer perks, and customer service may not be as responsive, but those may be reasonable tradeoffs for how much you’ll save.

Read more