Different customers have different expectations when it comes to carriers. Some are looking for the cheapest plan, some are looking for the fastest speeds, some choose a carrier because they like the image they portray, and some choose a carrier for its customer service. Basically at the end of the day everyone has different reasons for choosing the carrier they did. However it seems that as of late, T-Mobile’s customers are here to stay, at least according to a report from Wireless Week who revealed that T-Mobile actually sports the lowest churn rate at 15.4% for Q4 2013. It should be noted that the churn rate is based on customer surveys as opposed to actual figures released by the carriers themselves, so they might not necessarily be representative of the entire story. In any case this is a huge drop from the carrier’s churn rate back in Q3 2013 where it was sitting at a whopping 42.9%, meaning that almost one in two customers would switch to a different carrier.
In fact T-Mobile’s churn rates are so low that they beat out the likes of Verizon, who has typically had some of the lowest churn rates (Verizon sits at 17%), but did not beat out their rival AT&T whose churn was estimated at 11.1%. As far as Sprint is concerned, it does not look too good as their Q4 churn rates was at 31%, although admittedly it is an improvement over the 41.7% in the previous quarter. What could it be that made T-Mobile customers suddenly decide to remain loyal to the carrier? Perhaps it could be the carrier’s Uncarrier program, and also maybe the fact that they started to officially offer the iPhone as well. However recently T-Mobile has unveiled newer and more aggressive plans, which means that at the end of Q1 2014, we can expect the carrier’s churn rates to be even lower, or at least that’s what we hope. What do you guys think? Will T-Mobile’s new plans make customers want to stay?
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