T-Mobile’s Profit is Not Paired with Delight, Can it be Sustained?
T-Mobile is pushing the boundaries of a traditional market with their ‘uncarrier’ tactics, and it paid off this holiday quarter as they saw a “19.4% surge in revenue.” T-Mobile has managed to maintain a stream of new subscribers in an increasingly saturated market. The carrier has remained appealing through their Data Stash plan and acceptance of “subprime subscribers,” and while these tactics have resulted in increased profit, consumer review data paints a different picture. Although T-Mobile saw more subscribers and revenue, these new customers reported lower delight scores.
Looking to consumer reviews for the same time period in which T-Mobile saw impressive revenue growth does not bode well for the future of the carrier. Their new subscribers report less satisfaction, with complaints of poor network quality and stability. Meanwhile, some of T-Mobile’s biggest competition, Verizon and Sprint, saw happier customers.
Argus Insights will continue to track consumer perception of smartphone carriers to keep you informed on how T-Mobile fairs this quarter. For more information, or to inquire about consultation and data access, please contact us.
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