Customer service in wireless is often treated as an afterthought. At US Mobile, it is treated as a core product. It is measured, debated, rebuilt, and shaped directly by customer feedback.
Over Thanksgiving, US Mobile sent a satisfaction survey to its entire customer base. The goal was simple: understand how customers actually feel about the service, how likely they are to recommend it, and where the experience still needs work. The response exceeded expectations, with thousands of customers taking the time to share detailed and thoughtful feedback.
What emerged from that survey was not just validation, but a clear signal that a different approach to customer service in telecom is working.
NPS 73: What It Means and Why It Matters
The most notable result was an NPS score of 73.
Net Promoter Score, or NPS, measures how likely customers are to recommend a company to others on a scale from -100 to 100. In the telecom industry, where frustration is common and trust is low, many large carriers score near zero or below.
A score of 73 is exceptionally rare in this category. It reflects strong customer advocacy, meaning customers are not only satisfied but actively recommending the service to friends and family.
US Mobile shared the results transparently with the community in a post titled You Gave Us an NPS of 73 , which captures how meaningful this milestone was for both the team and customers.
CSAT 9.02 Out of 10: How Customers Rate Real Interactions
Alongside NPS, the survey measured CSAT, or Customer Satisfaction Score. CSAT asks customers to rate their experience after real interactions such as support chats, activations, or issue resolution.
US Mobile’s average CSAT score came in at 9.02 out of 10.
CSAT reflects the day to day reality of being a customer. It captures how quickly issues are resolved, how clearly plans are explained, and how easy it is to reach a real person when help is needed.
This emphasis on high quality human support has earned external recognition as well. US Mobile was honored with the Front Chatbox Award , recognizing excellence in live chat customer service.
Recognized as a Top Rated Carrier by Consumer Reports
Customer feedback is reinforced by independent evaluation.
US Mobile has been recognized by Consumer Reports as a top rated carrier, based on member survey data evaluating value, customer support, data, and reception. Consumer Reports is widely regarded as one of the most trusted and independent consumer research organizations in the United States.
More details about this recognition and the official Consumer Reports materials are available on the US Mobile Consumer Reports page .
The broader significance of this milestone and what it represents for a customer built carrier was shared publicly in a reflection on ten years of building US Mobile with the community .
Customer Service That Scales With Intention
Strong customer service metrics do not happen by accident, especially as a company grows. US Mobile has been transparent about the operational decisions required to scale support without sacrificing quality.
That philosophy is explored in depth in Scaling the Best Customer Service Experience , which outlines how training, tooling, and staffing were designed to grow alongside the customer base.
Rather than relying heavily on automation or deflection, US Mobile continues to prioritize access to real people, particularly when issues are complex or time sensitive. Feedback from the Thanksgiving survey reinforced just how important this approach is to customers.
What Customers Want More Of
- Loyalty perks for existing customers, not just new line promotions
- Expanded international roaming with higher data caps and more flexibility
- Broader device support, especially for cellular smartwatches
- Larger data and hotspot options, including family and couple plans
- Continued improvements to the app, website, and account management experience
This feedback aligns closely with why US Mobile has also been recognized for overall value and plan design. Business Insider named US Mobile among the best wireless plans of 2024 , highlighting flexibility, pricing, and customer experience.
Setting a Higher Bar for Wireless Customer Service
At US Mobile, NPS and CSAT are not treated as marketing metrics. They are feedback systems. When patterns emerge, processes change. When customers raise concerns, roadmaps adjust.
The result is a wireless experience where customer service is not something customers brace for, but something they trust. The survey results, independent recognition, and ongoing dialogue with the community all point to the same conclusion.
Best in class customer service in wireless is possible when customers are treated as partners in building the product. US Mobile continues to build with that belief at the center.
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