T-Mobile US, Inc. Net Promoter Score 2020 Benchmarks

Estimated Net Promoter Score is

-6

T-Mobile US is a major wireless network operator in the United States. The German telecommunications company Deutsche Telekom is its majority shareholder. Its headquarters are located in Bellevue, Washington, in the Seattle metropolitan area. T-Mobile is the third largest wireless carrier in the United States with 72.6 million customers as of Q1 2017.

T-Mobile US provides wireless voice and data services in the United States, Puerto Rico and the U.S. Virgin Islands under the T-Mobile and MetroPCS brands, and also serves as the host network for many mobile virtual network operators. The company has annual revenues of $37 billion. Its network reaches 98 percent of Americans.[non-primary source needed] In 2015, Consumer Reports named T-Mobile the number one American wireless carrier. In 2017, T-Mobile was ranked #1 in Customer Service Satisfaction by Nielsen.

Quick facts about T-Mobile US, Inc.

Predecessor

VoiceStream Wireless Inc. T-Mobile USA Inc. MetroPCS Communications Inc.

Key people

Timotheus Höttges (Chairman) John Legere (President and CEO)

Area served

United States Puerto Rico U.S. Virgin Islands

Owners

Deutsche Telekom (74%) Public float (26%)

Headquarters

Bellevue, Washington, United States

What is Net Promoter Score?

NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.

It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.

The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.

Learn more about NPS

Is T-Mobile US, Inc.'s estimated NPS of -6 considered to be good?

Net Promoter Score is a number from -100 from 100.

Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.

The industry average for Public Utilities / Telecommunications Equipment is 0.

Browse NPS benchmarks

How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If T-Mobile US, Inc. sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.

On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.

Therefore, comparing the NPS score of T-Mobile US, Inc. with your own without any further context is not that useful.

What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.

What is Customer.guru? Why is useful?

After successfully using Net Promoter Score for our own e-commerce projects,
 we have decided to let anyone benefit from what we've learned.



We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.

Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.

Learn more

Other companies with Net Promoter Score similar to T-Mobile US, Inc.

Company Industry Score
NatWest Business Banking Financial Services / Banking -6
Virgin Media Telecommunications / Cable/TV service -6
Time Warner Cable Telecommunications / Cable/TV service -5
Sky Telecommunications / Cable/TV service -5
Time Warner Telecommunications / Cable/TV service -5
BBC Media / Cable/TV service -5
US Airways Travel and Hospitality / Airlines -8
McDonald's Consumer Brands / Fast Food -8
Tesco Consumer Brands / Grocery -8
Ocado Consumer Brands / Grocery -4

We have estimated the Net Promoter Score of T-Mobile US, Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.

Do you think this information is incorrect? Report incorrect information. Do you have more accurate data? Submit NPS score.