Internet service and pay-TV companies got poor rankings in the ACSI report as well as a recent customer survey. Wireless Carriers performed better than home Internet and subscription TV providers, indicating bigger competition in the mobile market. Claes Fornell, ACSI founder and Chairman said in a press release “Innovation tends to be strongest in markets with multiple companies vying for consumer preference.” “There are numerous wireless carriers and plenty of different cell phones to choose from. The same is not true for pay TV and ISPs, where consumers are usually beholden to a duopoly.”
Out of ACSI's 100-point scale, T-Mobile scored a 74, an escalation by 4 points when compared to last year. AT&T and Verizon lag behind with each getting 71. Where Verizon stuck to the previous year’s score, AT&T stepped up one point since last year. Sprint got a hike by 5 points by moving from 65 to 70 as compared to last year.
Though the total number of subscribers is only half the size of those of Verizon and AT&T, T-Mobile also topped others in terms of number of smartphones sold in the recent quarter. The company has brought some intense changes in recent past such as killing contracts, free international data roaming, data rollover, data exemptions on music and video services, and many more.
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The company is currently working on Network Quality, which has remained the biggest issue. It is targeting to buy low-band spectrum to eradicate network issues over Rural Areas and indoors. Thus the residents of some rural areas having Government Cell Phone plans from the company are going to have better network quality.
The average score achieved by a wireless phone company is usually 71, while scores for home Internet service and pay-TV were 64 and 65, respectively.