We just published the 2015 results for the National Customer Service Survey (NCSS) of Communications companies. This ongoing survey tracks customer service quality at AT&T, CenturyLink, Comcast, DirecTV, Dish Network, Sprint, T-Mobile, Time Warner, and Verizon.
In this year’s data we find that T-Mobile has extended its record of improving customer service going back to 2012, making substantial gains in many of our survey metrics and the company is now leading the pack in eight of the nine scores we track.
Back in 2012, T-Mobile was performing poorly on our survey. T-Mobile had just come out of a failed attempt to merge with AT&T (abandoned in December 2011) and its scores had been sinking. Since then, however, T-Mobile has rebranded itself as the “un-carrier” and made deliberate efforts to be more consumer-friendly. This has been successful, as shown by the fact that T-Mobile’s moves to abandon such hated industry practices as two-year contracts and overage charges have now become the norm in the mobile phone industry.
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Our data shows that T-Mobile’s efforts have extended to improving its customer service more generally, with sustained multi-year improvements across the board in our customer-service metrics. While we don’t have any insight into T-Mobile’s internal operations, from our data it appears that the company has been making a significant and sustained effort to improve its customer service operations.
Comcast, meanwhile, has posted some small gains over the past two years (CenturyLink, Comcast, DirecTV, Dish, and Time Warner were added to our survey in 2013), but not enough to pull it out of last place in our survey rankings. In 2015 Comcast held the bottom slot in six of our nine metrics: better than 2013 when Comcast was last place in eight of nine metrics, but still not a stellar performance.
The complete survey data is available to NCSS subscribers, and the Executive Summary can be emailed to you through our website: