AT&TAT&T customers are the most likely to churn to the new T-Mobile created out of the merger of T-Mobile and Sprint, according to new research from market research company SurveyMonkey that was commissioned by Waveform, a provider of cellphone boosters, small cells and distributed antenna systems. Nearly 29% of AT&T customers were interested in switching to the new T-Mobile, including 7.6% who were “very interested,” according to the AT&T T-Mobile churn research.

The percentage of AT&T customers interested in switching wasn’t dramatically higher than the 25.3% of Verizon customers who were interested in switching. But considerably fewer AT&T customers (37.7% versus 45.7% for Verizon) said they were not interested in switching.

The remaining 33.5% of AT&T customers and 29.5% of Verizon customers said they were “not sure” if they were interested in switching.

Advertisement

Source: Waveform/ SurveyMonkey

The Sprint T-Mobile merger was completed earlier this month.

5G Excitement
Sprint customers are most excited about 5G, according to the research.

Among Sprint customers, 81.5% said they were somewhat, very or extremely excited about 5G, including 22% who were extremely excited. T-Mobile, AT&T and Verizon followed, with 79.9%, 78.8% and 72.6% of customers, respectively, saying they were at least somewhat excited about 5G.

Overall, the percentage of customers who were at least somewhat excited about 5G increased from 62% in 2018 to 75.4% today.

In-Home Cell Signal Quality
Researchers also looked beyond AT&T T-Mobile churn likelihood and into wireless customers’ home cell signal quality and found that fewer users reported having a “very good” signal at home in comparison with similar research conducted two years ago. At that time, 40.3% of respondents said they had a very good signal, compared with just 29.3% in the new survey. That’s a drop of 11 percentage points or about 27%.

Results varied from one carrier to another. Verizon had the best results, with 79% of its customers saying they had a good or very good signal at home, including 38% who said their service was very good. T-Mobile and AT&T virtually tied, with 66% of T-Mobile customers and 65% of AT&T customers saying in-home signals were good or very good, including 24% of AT&T customers and 23% of T-Mobile customers who said signals were very good.

Sprint had the lowest percentage of customers saying signal were good (61%), including 26% who said signals were very good.

It will be interesting to see what happens to T-Mobile’s customer results in the next Waveform survey, as the carrier integrates Sprint’s business with its own.

The research was based on an online survey of 1,065 U.S. adults and used a SurveyMonkey gender and age-normalized panel. The results reflect a nationally representative sample with a confidence/accuracy level of plus or minus 3% to 4%, Waveform said.

Additional details about the AT&T T-Mobile churn research and other areas of the Waveform study can be found at this link.

Join the Conversation

Leave a Reply

Your email address will not be published.

Don’t Miss Any of Our Content

What’s happening with broadband and why is it important? Find out by subscribing to Telecompetitor’s newsletter today.

You have Successfully Subscribed!