T-Mobile and Apple are the latest US customer satisfaction champs, edging out Verizon and Samsung
Customer satisfaction might not be as easy to monitor and assess as the subscriber base of a mobile network operator or the sales numbers of a specific smartphone brand or model, but the latest such report is based on more than 27,000 interviews conducted between April 15, 2019 and March 20, 2020, unquestionably providing a reliable overview of how happy the American people are with their wireless carriers and handsets.
T-Mobile remains king, but Verizon could lay claim to the crown in 2021
The most notable shortcoming might be Sprint’s shoddy reputation and low customer satisfaction score of 66 (on a scale of 0 to 100). That’s actually a small improvement over 2019’s result, but it’s still a staggering 10 points behind T-Mobile’s stable ACSI score of 76.
Just like last year, Verizon comes second with a grand total of 74 points, but if T-Mo doesn’t find a quick and convincing way to please all the users it intends to migrate from Sprint in the near future, its overall tally could definitely take a big enough hit next year so that Big Red moves into first place.
Keep in mind that Verizon is already the nation’s number one major carrier when it comes to network quality (as measured by combining call quality, call reliability, network coverage, and data speed customer evaluations), while T-Mobile is tied with AT&T in second place as far as this particular chart is concerned.
Before worrying about its MNO (mobile network operator) score possibly dropping because of the Sprint merger, T-Mobile can’t be happy with the 2020 performance of its flagship prepaid brand. Metro is ranked behind newcomer Xfinity Mobile, as well as Cricket Wireless and Virgin Mobile in the full-service MVNO (mobile virtual network operators) hierarchy this year, with a 74-point tally, after tying Virgin for second place behind only Cricket in 2019.
Finally, Consumer Cellular is not just the year’s customer satisfaction champion in the “value MVNO” category, but also the highest overall scorer in the latest ACSI report, despite actually slipping a couple of points compared to its 2019 total of 85.
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Interestingly, LG is inching closer to Samsung overall, with 79 points, while Motorola is sinking to a score of 77 after making 2019’s podium.