3 Attachment(s)
Business customers rate T-Mobile the number one U.S. wireless carrier according to J.
You might think that it is mostly younger consumers who flock to T-Mobile, attracted by its brash president and CEO John Legere. In addition, the carrier's in your face ads and attitude would seem to be more suited toward those not old enough to remember a world without smartphones. Today, the J.D. Power 2017 U.S. Business Wireless Satisfaction Study was released, and surprisingly it showed that large, medium and small businesses ranked T-Mobile the highest in wireless customer satisfaction.
According to the survey, employees working for a company that offers its workers unlimited data are more likely to be satisfied than workers who do not get an unlimited plan. The former score a satisfaction rating of 822 while the latter tallied 782. The 40-point gap is double the 21-point difference seen in the consumer market between the haves and have nots. Bottom line? Giving employees an unlimited plan makes them happy workers.
Business subscribers are much more loyal to carriers that provide unlimited data. 69% of business customers sign up for unlimited data compared to only 29% of consumers. Of those business customers with unlimited data, 80% say that they "definitely will not" or "probably will not" switch carriers. Among those business users with a data cap, 73% say that they are not likely to switch carriers. Unlimited texting adds 22 percentage points to the percentage of business customers satisfied with their service, while offering international roaming adds 35 percentage points to the number satisfied with the service of a particular carrier.
J.D. Power's survey had T-Mobile on top of each business segment. Among large business customers, Legere and crew tallied a score of 849. In the midsize sector, the score was 813. And among small business subscribers, the score was 805. T-Mobile's scores in those categories topped AT&T's 820 in the large business enterprise sector, Sprint's 800 in the midsize sector, and Verizon's 770 among very small businesses.
Quote:
Just as consumer wireless customers dread getting those data overage notifications, business wireless customers prefer the predictable budgeting and unrestricted employee access that comes with unlimited data plans, even if those plans cost more. This is such a critical observation because it leads to a much larger adoption rate for unlimited plans and significantly higher levels of carrier loyalty among business customers."-Peter Cunningham, Technology, Media, and Telecommunications Practice Lead, J.D. Power
While you might think that either Verizon or AT&T would be ranked the top carrier among U.S. business users, the numbers indicate something different. T-Mobile's aggressive marketing and pro-consumer bent actually attracts business customers as well as those in the consumer market.
