T-Mobile has retained top spot in the US Telecommunications rankings, +1 point ahead of second-place AT&T.
The company’s Overall Customer Effort Score has stayed the same at 60 and there’s been no change across all four of its pillars.
However, the company is still down compared to the beginning of the year. Its Speed of Resolving the Problem pillar score, for example, is -12 points lower than it was in January. Looking at what’s going well for the company in this pillar, though, almost half of its customers (47%) rated it as ‘excellent’ for how they were able to resolve their issue with the first agent they contacted.
Just over 40% of its customers (42%) also rate how easy it was to find the information they wanted on the website/app as ‘excellent’.
The company’s Style of Communication pillar score remained at 65, and more than half of its customers (52%) rank it high for the politeness of its customer service agents.