T-Mobile Loses Customers, No Surprise

T-Mobile just announced that it lost a record number of customers in the first three months of the year. Is that a surprise? No. That’s the fate of most companies that provide subpar customer experience. T-Mobile was rated 114th out of 143 companies in the 2011 Temkin Experience Ratings. And, it was the next to last wireless carrier, only beating out Virgin Mobile.

The place where T-Mobile falls behind the most is in its Functional Experience, meeting customers’ basic needs:

With these types of ratings, T-Mobile needs to go through a systematic overhaul of its customer experience effort. It will take a multi-year journey similar to Sprint’s; changing operational processes and culture. T-Mobile will needs to improve in all four customer experience competency areas.

The ratings don’t look too good for Virgin Mobile either.

The bottom line: You can’t expect loyalty if you don’t provide consistently good experiences

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One thought on “T-Mobile Loses Customers, No Surprise”

  1. i’m glad i’m not a tmobile client coz even I can say their customer suffort sucks.they can’t help clients problem for as simple as a PUK codes. to everyone planning to get a tmobile phone if i were you i’ll think a million times.coz they sucks when you need help

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