Overall customer satisfaction scores for the big four U.S. mobile carriers have grown quite comparable, a new survey by 451 Research has found, though Verizon continues to lead most of the other competitors, on most measures except price, where consumers seem to understand that Verizon costs more.
The survey shows the smallest gap in nine years among Verizon, T-Mobile, AT&T and Sprint in terms of the percentage of customers who say they are “very satisfied” with their carrier.
T-Mobile US has narrowed the gap the most. .
The surveys also show the narrowest difference since 2008 among the largest-four carriers in the percentage of respondents planning to switch providers over the next 90 days.
Cost and poor coverage or reception are cited as the most important for switching among all respondents. Speed, coverage and reliability of data plans still play a key role in overall satisfaction, with Verizon taking top rank on all three measures.
But the importance of cost is growing as an influencing factor, and T-Mobile customers are most satisfied in this regard.
Millennials are exhibiting the least loyalty across all carriers and demographic groups.
Source: 451 Research
Source: 451 Research
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