T-Mobile USA leads the four major wireless carriers in customer satisfaction, having moved ahead of AT&T and Verizon Wireless in the past year, according to an American Customer Satisfaction Index (ACSI) report released today.
Wireless carriers overall outperformed home Internet and subscription TV providers, a reflection of the greater competition in the mobile industry. Internet service and pay-TV companies ranked poorly in the latest ACSI report, just as they did in another recent customer survey. “Innovation tends to be strongest in markets with multiple companies vying for consumer preference,” ACSI founder and Chairman Claes Fornell said in a press release. “There are numerous wireless carriers and plenty of different cell phones to choose from. The same is not true for pay TV and ISPs, where consumers are usually beholden to a duopoly.”
T-Mobile scored a 74 on the ACSI's 100-point scale, up from 70 last year, while AT&T and Verizon each scored 71. Verizon's score was unchanged, while AT&T rose one point since 2015. Sprint improved its rating from 65 to 70 in the past year. While T-Mobile was first among the four biggest carriers, TracFone Wireless beat all the major wireless companies with a score of 75.