There is good and bad news for the major U.S. mobile services firms, according to the latest customer satisfaction ratings produced by the American Customer Satisfaction Index. The good news is that customer satisfaction scores are slowly rising. In fact, customer satisfaction with mobile service ranks significantly higher than satisfaction with home broadband or linear video subscription services.
The bad news comes for Verizon, which always touts itself as the premier or “best” provider. Customers seem not to agree, which is dangerous for Verizon, as it appears not to be delivering performance that matches its brand promise.
In the latest survey, Verizon ranks third, behind leader AT&T and second-place T-Mobile.
AT&T is the biggest winner, as its scores in the most-recent survey have climbed three points, while Verizon and T-Mobile remained the same.
Plummeting satisfaction scores essentially have pulled down average satisfaction scores for all industries to the “bottom third” levels typically seen for linear video and telecom services aside from mobility, which scores higher, as a rule.
Customer satisfaction scores for linear video, home broadband and telecom services generally have ranked at the bottom or near the bottom when looking at all industries, with evidence that high inflation rates are dinging scores for virtually every industry at the moment.
Communication services historically have ranked at the bottom of ACSI industry ratings for customer satisfaction.
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