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  Telecommunications in the US

T-Mobile overall Effort Score: 60 T-Mobile vs 61 T-Mobile last quarter
Sector Effort Score benchmark: 51 T-Mobile vs 51 T-Mobile last quarter

T-Mobile inches further ahead. Enjoying its second month at the top of the Telecommunications in the US table, this quarter sees the brand add +1 point to its Overall Effort Score after advancing in two of our four pillars – 'Understanding & Valuing the Customer' and 'Style of Communication'.

These scores indicate that T-Mobile is a US leader in understanding their customers' needs and communicating politely and effectively with them. 

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T-Mobile had a great year in 2023 after it posted better-than-expected profits. The company added 850,000 new postpaid phone customers, while revealing the highest levels of free cash flow in its history. Now the business is delivering even more improvements to how it services its customers. The business is hiring 1,000 new customer service agents in a new facility in Rochester, NY. The new hires follow a pledge to open five new customer service centers, which it made before its acquisition of Sprint, which closed in 2020.

T-Mobile should pay particular attention to the two pillars that remained flat wave on wave – 'Knowledge and Expertise' and 'Speed Solving the Problem'. Is T-Mobile doing all it can to solve problems as quickly as possible?

Customer Effort in detail

Style of Communication 65 vs 70 last quarter

52% say the politeness of their customer service agents is 'excellent'

52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 60 vs 69 last quarter

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

46% say the way details were clearly explained to them was 'excellent'

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 61 vs 75 last quarter

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

49% say the way they understood their needs was 'excellent'

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

Speed Solving the Problem 58 vs 70 last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

47% 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"

52% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.