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T-Mobile

  Telecommunications in the US

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

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.

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Customer Effort in detail

Style of Communication 65 vs 65 last quarter

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

51% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 60 vs 60 last quarter

48% rate the expertise of the customer service agent as 'excellent'

45% 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 61 last quarter

48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

34% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

Speed Solving the Problem 58 vs 58 last quarter

44% rate how they were not left 'on-hold' or in a call queuing system for a long time as 'excellent'

49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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.

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