Is T-Mobile the BEST carrier in the United States?
If you had to list the top things that put you off about your mobile service provider, what would they be? Extra taxes, hidden costs, and overage fees would definitely feature on that list. Yes? Realizing how small changes can go a long way in changing its perception among its customer-base, T-Mobile removed these irksome factors from its services and hoped for the rest to fall in place. A recent survey commissioned by Business Insider indicates that its plan is working well.
As per the new survey, T-Mobile today enjoys an unprecedented unfailing loyalty among its users – a sizeable 23 percent of its customers said they wouldn’t want to switch from the network “for anything”. In a stark contrast, only 7 percent of Sprint customers echoed that sentiment. Even key competitors like AT&T and Verizon lagged behind on the front, with only 15 percent of their customers displaying unwavering faith in their services.
Now, calculating customer satisfaction with a mobile network is tricky business. One parameter that analysts rely heavily on is the ‘postpaid churn’ – the percentage of customers switching to postpaid service every quarter. Signing up for a postpaid plan conveys a sense of permanence and long-term association. Interestingly, T-Mobile posted a record low in this churn for the Q1 of 2017. That trend coupled with the latest insights from the Business Insider survey convey that T-Mobile is following the age-old tactics of bearing short-term losses for long-term gains.
Given the competitive nature of the wireless industry that is flooded with contract-free cheap unlimited data plans and the freedom for customers to switch networks on a whim, T-Mobile’s push for simplified plans is what’s holding it in good stead. This coupled with the motivation and financial resources to ramp up its networks could well give T-Mobile the edge needed to outdo Verizon and AT&T.
The company procured a new spectrum worth $8 billion and is now in the process of implementing its 600 MHz LTE network in record time. It is also simultaneously investing in LTE-advanced tech to boost the capacity on its network. It all boils down to good business sense in the end – keep your customers happy, generate good revenue in the bargain, use it to improve your services, expand your outreach and it’ll all lead up to optimized revenues in the long run. What T-Mobile is doing isn’t corporate benevolence. It is just smart business practice, but for now, it’s a win-win for everyone.
