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 an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.