-8
NPS
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AT&T
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About AT&T's Brand
AT&T is a telecommunications company that provides wireless communications, local exchange, and long-distance services. Among its major competitors, AT&T is ranked in 4th place for NPS while Huawei is 1st, and Verizon is 2nd. Overall, AT&T has a negative social sentiment, when analyzing social media channels and online mentions.Their current market cap is $217.30B
Brand at a Glance
78%
Customer Loyalty
3.1/5
Product Quality
2.9/5
Pricing
2.9/5
Customer Service
AT&T CMO
AT&T Ranking
- #4 / 4 of its competitors
AT&T NPS
AT&T's Net Promoter Score (NPS) is a -8 with 39% Promoters, 14% Passives, and 47% Detractors. Net Promoter Score tracks whether AT&T's customers would recommend using the product based on a scale of -100 to 100.
AT&T Overall NPS
| 39% | Promoters |
|---|---|
| 14% | Passives |
| 47% | Detractors |
AT&T NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2021 -6 | Aug 2021 | -6 |
Sep 2021 -7 | Sep 2021 | -7 |
Oct 2021 -7 | Oct 2021 | -7 |
Nov 2021 -7 | Nov 2021 | -7 |
Dec 2021 -5 | Dec 2021 | -5 |
Jan 2022 -7 | Jan 2022 | -7 |
Feb 2022 -9 | Feb 2022 | -9 |
Mar 2022 -9 | Mar 2022 | -9 |
Apr 2022 -9 | Apr 2022 | -9 |
May 2022 -9 | May 2022 | -9 |
Jun 2022 -9 | Jun 2022 | -9 |
Jul 2022 -9 | Jul 2022 | -9 |
How Other Brands Compare
AT&T is ranked #4 for NPS among its competitors. Huawei and Verizon come in first and second, with Vodafone coming in at third. Among those competitors, it is the third most valued company behind Verizon.
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What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
AT&T NPS by Gender
Female customers rated AT&T's NPS 10 points higher than Male customers.
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Male
-35
AT&T's NPS was rated -35 by Male customers on Comparably.
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27%
Promoters
11%
Passives
62%
Detractors
Female
-25
AT&T's NPS was rated -25 by Female customers on Comparably.
Sign Up to learn about AT&T's NPS Score rated by Female customers on Comparably.
34%
Promoters
7%
Passives
59%
Detractors
AT&T NPS by Ethnicity
AT&T's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full NPS by Ethnicity data of AT&T.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -61 | Caucasian | -61 |
Hispanic or Latino 31 | Hispanic or Latino | 31 |
African American/Black 4 | African American/Black | 4 |
Asian or Pacific Islander -15 | Asian or Pacific Islander | -15 |
Native American 0 | Native American | 0 |
Other -40 | Other | -40 |
AT&T NPS by Age
AT&T's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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AT&T NPS by Usage
AT&T's NPS was rated the highest by customers who have used AT&T's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -28 | Less than 1 Year | -28 |
1 to 2 Years -14 | 1 to 2 Years | -14 |
2 to 5 Years -5 | 2 to 5 Years | -5 |
5 to 10 Years -17 | 5 to 10 Years | -17 |
Over 10 Years -45 | Over 10 Years | -45 |
AT&T NPS vs. Competitors
Compared to its competitors, AT&T's NPS is rated right above Windstream, and is preceded by Telephone and Data Systems.
| COMPANY | NPS Score | |
|---|---|---|
 | Huawei | 44 |
 | Verizon | 17 |
 | Vodafone | 5 |
 | Telephone and Data Systems | N/A |
| AT&T | -8 |
 | Windstream | -13 |
 | Sprint | -73 |
 | Frontier Communications | -84 |
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AT&T Customer Reviews
Out of the 86 AT&T customer reviews 32 were positive and 54 were constructive. AT&T customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
AT&T Customer Loyalty
78%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
78% of AT&T users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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AT&T Customer Loyalty Score by Gender
AT&T's Customer Loyalty score was rated 81 by both Female and Male customers on Comparably.
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Male
81%
Yes
Female
81%
Yes
AT&T Customer Loyalty Score by Ethnicity
AT&T's Customer Loyalty score was rated the highest by Native American customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of AT&T.
76
out of 100
Caucasian
88
out of 100
Hispanic or Latino
83
out of 100
African American/Black
72
out of 100
Asian or Pacific Islander
100
out of 100
Native American
93
out of 100
Other
AT&T Customer Loyalty Score by Age
AT&T's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 88% | 18-25 | 88% |
26-30 96% | 26-30 | 96% |
31-35 76% | 31-35 | 76% |
36-40 82% | 36-40 | 82% |
41-45 73% | 41-45 | 73% |
46-50 67% | 46-50 | 67% |
51-55 92% | 51-55 | 92% |
56-60 75% | 56-60 | 75% |
61-65 77% | 61-65 | 77% |
66+ 71% | 66+ | 71% |
AT&T Customer Loyalty Score by Usage
AT&T's Customer Loyalty score was rated the highest by customers who have used AT&T's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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AT&T Customer Loyalty Score by Industry
AT&T's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Marketing, Advertising and Research industry customers.
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AT&T Customer Loyalty vs. Competitors
Compared to its competitors, AT&T's Customer Loyalty score is rated right above Frontier Communications, and is preceded by Vodafone.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Verizon | 83% |
| Sprint | 83% |
| Huawei | 82% |
| Vodafone | 82% |
| AT&T | 78% |
| Frontier Communications | 74% |
| Windstream | 71% |
| Telephone and Data Systems | N/A |
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AT&T Product Quality
3.1/5
AT&T has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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AT&T Product Information
AT&T’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Consulting industry rated AT&T's product the highest. Reviewers from the Tech industry rated AT&T the lowest at 3.1.
- Website
- https://www.att.com/
- Company Size
- 10,000+ Employees
Industry
Business Services
Consumer Services
Hardware and Devices
Quick Insights into AT&T Product Quality
AT&T's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
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Ranked AT&T Product Quality the Highest
Ranked AT&T Product Quality the Lowest
AT&T Product Quality Score by Gender
Male customers rated AT&T's Product Quality score 0.1 stars higher than Female customers.
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Male
2.8/5
Female
2.7/5
AT&T Product Quality Score by Ethnicity
AT&T's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of AT&T.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
Hispanic or Latino 3.6 | Hispanic or Latino | 3.6 |
African American/Black 3.4 | African American/Black | 3.4 |
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Native American 3.3 | Native American | 3.3 |
Other 2.5 | Other | 2.5 |
AT&T Product Quality Score by Age
AT&T's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 4 | 26-30 | 4 |
31-35 3.1 | 31-35 | 3.1 |
36-40 3.4 | 36-40 | 3.4 |
41-45 2.9 | 41-45 | 2.9 |
46-50 1.6 | 46-50 | 1.6 |
51-55 2 | 51-55 | 2 |
56-60 2.1 | 56-60 | 2.1 |
61-65 1.8 | 61-65 | 1.8 |
66+ 1.7 | 66+ | 1.7 |
AT&T Product Quality Score by Usage
AT&T's Product Quality score was rated the highest by customers who have used AT&T's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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AT&T Product Quality Score by Industry
AT&T's Product Quality score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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AT&T Product Quality vs. Competitors
Compared to its competitors, AT&T's Product Quality score is rated right above Windstream, and is preceded by Verizon.
| COMPANY | Product Quality Score | |
|---|---|---|
| Huawei | 4.2/5 |
| Vodafone | 3.8/5 |
| Verizon | 3.7/5 |
| AT&T | 3.1/5 |
| Windstream | 2.7/5 |
| Sprint | 1.7/5 |
| Frontier Communications | 1.5/5 |
| Telephone and Data Systems | N/A |
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AT&T Pricing
AT&T ROI & Value For Money
2.9/5
AT&T has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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AT&T Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Consulting industry. The users from the Transportation industry think that they had the lowest ROI from AT&T.
Quick Insights into AT&T ROI
AT&T's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
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Ranked AT&T ROI the Highest
Ranked AT&T ROI the Lowest
AT&T ROI Score by Gender
Male customers rated AT&T's ROI score 0.1 stars higher than Female customers.
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Male
2.6/5
Female
2.5/5
AT&T ROI Score by Ethnicity
AT&T's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of AT&T.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 3.2 | African American/Black | 3.2 |
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Native American 3.1 | Native American | 3.1 |
Other 2.4 | Other | 2.4 |
AT&T ROI Score by Age
AT&T's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4 | 26-30 | 4 |
31-35 2.9 | 31-35 | 2.9 |
36-40 3 | 36-40 | 3 |
41-45 2.8 | 41-45 | 2.8 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.8 | 51-55 | 1.8 |
56-60 2 | 56-60 | 2 |
61-65 1.6 | 61-65 | 1.6 |
66+ 1.5 | 66+ | 1.5 |
AT&T ROI Score by Usage
AT&T's ROI score was rated the highest by customers who have used AT&T's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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AT&T ROI Score by Industry
AT&T's ROI score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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AT&T Pricing vs. Competitors
Compared to its competitors, AT&T's ROI score is rated right above Windstream, and is preceded by Vodafone.
| COMPANY | Pricing Score | |
|---|---|---|
| Huawei | 4/5 |
| Verizon | 3.5/5 |
| Vodafone | 3.5/5 |
| AT&T | 2.9/5 |
| Windstream | 2.5/5 |
| Sprint | 1.6/5 |
| Frontier Communications | 1.6/5 |
| Telephone and Data Systems | N/A |
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AT&T Customer Satisfaction (CSAT)
AT&T Customer Satisfaction (CSAT) Score
53 / 100
AT&T has an overall Customer Satisfaction score of 53 rated by its users and customers.
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Very Satisfied
30%
Satisfied
23%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
11%
Very Dissatisfied
28%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into AT&T Customer Satisfaction
AT&T's Customer Satisfaction score was rated highest by customers ages 26-30, and rated lowest by customers ages 66+.
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Ranked AT&T Customer Satisfaction the Highest
Ranked AT&T Customer Satisfaction the Lowest
AT&T Customer Satisfaction Score by Gender
Male customers rated AT&T's Customer Satisfaction score 4 points higher than Female customers.
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49 / 100
MaleVery Satisfied | 26% | |
|---|---|---|
Satisfied | 23% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 12% | |
Very Dissatisfied | 33% |
45 / 100
FemaleVery Satisfied | 32% | |
|---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 10% | |
Very Dissatisfied | 38% |
AT&T Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
AT&T's Customer Satisfaction (CSAT) score was rated 31% according to Caucasian users and customers.
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31 / 100
Very Satisfied
15%
Satisfied
16%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
15%
Very Dissatisfied
48%
CSAT according to Hispanic or Latino
AT&T's Customer Satisfaction (CSAT) score was rated 73% according to Hispanic or Latino users and customers.
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73 / 100
Very Satisfied
55%
Satisfied
18%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
4%
Very Dissatisfied
18%
CSAT according to African American/Black
AT&T's Customer Satisfaction (CSAT) score was rated 64% according to African American/Black users and customers.
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64 / 100
Very Satisfied
40%
Satisfied
24%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
4%
Very Dissatisfied
28%
CSAT according to Asian or Pacific Islander
AT&T's Customer Satisfaction (CSAT) score was rated 70% according to Asian or Pacific Islander users and customers.
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70 / 100
Very Satisfied
35%
Satisfied
35%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
6%
Very Dissatisfied
18%
CSAT according to Native American
AT&T's Customer Satisfaction (CSAT) score was rated 40% according to Native American users and customers.
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40 / 100
Very Satisfied
40%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
60%
CSAT according to Other
AT&T's Customer Satisfaction (CSAT) score was rated 32% according to Other users and customers.
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32 / 100
Very Satisfied
21%
Satisfied
11%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
25%
Very Dissatisfied
32%
AT&T Customer Satisfaction Score by Age
AT&T's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 85% | |||||||||||||||
| 26-30 | 93% | |||||||||||||||
| 31-35 | 53% | |||||||||||||||
| 36-40 | 56% | |||||||||||||||
| 41-45 | 54% | |||||||||||||||
| 46-50 | 27% | |||||||||||||||
| 51-55 | 26% | |||||||||||||||
| 56-60 | 36% | |||||||||||||||
| 61-65 | 27% | |||||||||||||||
| 66+ | 18% |
AT&T Customer Satisfaction Score by Usage
AT&T's Customer Satisfaction score was rated the highest by customers who have used AT&T's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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AT&T Customer Satisfaction Score by Industry
AT&T's Customer Satisfaction score was rated the highest by Retail industry customers, and the lowest by Business and Consumer Services industry customers.
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{
"title": "AT&T Customer Satisfaction Score by Industry",
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{
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{
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{
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{
"label": "Insurance",
"groupId": 526,
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"groupId": 533,
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"scoreClassName": "",
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"groupId": 559,
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{
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}AT&T Customer Satisfaction vs. Competitors
Compared to its competitors, AT&T's Customer Satisfaction score is rated right above Windstream, and is preceded by Verizon.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Huawei | 85% |
| Vodafone | 71% |
| Verizon | 68% |
| AT&T | 53% |
| Windstream | 46% |
| Sprint | 14% |
| Frontier Communications | 10% |
| Telephone and Data Systems | 0% |
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AT&T Customer Service
2.9/5
AT&T has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About AT&T's Customer Service
Address
208 S. Akard St, Dallas, TX 75202
Website
https://www.att.com/
AT&T's Social Links
Quick Insights into AT&T Customer Service
AT&T's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
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Ranked AT&T Customer Service the Highest
Ranked AT&T Customer Service the Lowest
AT&T Customer Service Score by Gender
Female customers rated AT&T's Customer Service score 0.1 stars higher than Male customers.
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Male
2.5/5
Female
2.6/5
AT&T Customer Service Score by Ethnicity
AT&T's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
Hispanic or Latino 3.3 | Hispanic or Latino | 3.3 |
African American/Black 3.1 | African American/Black | 3.1 |
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Native American 2.7 | Native American | 2.7 |
Other 2.3 | Other | 2.3 |
AT&T Customer Service Score by Age
AT&T's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 4.1 | 26-30 | 4.1 |
31-35 3 | 31-35 | 3 |
36-40 3.1 | 36-40 | 3.1 |
41-45 2.6 | 41-45 | 2.6 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.8 | 51-55 | 1.8 |
56-60 1.6 | 56-60 | 1.6 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.6 | 66+ | 1.6 |
AT&T Customer Service Score by Usage
AT&T's Customer Service score was rated the highest by customers who have used AT&T's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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AT&T Customer Service Score by Industry
AT&T's Customer Service score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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AT&T Customer Service vs. Competitors
Compared to its competitors, AT&T's Customer Service score is rated right above Windstream, and is preceded by Vodafone.
| COMPANY | Customer Service Score | |
|---|---|---|
| Huawei | 4/5 |
| Verizon | 3.6/5 |
| Vodafone | 3.4/5 |
| AT&T | 2.9/5 |
| Windstream | 2.7/5 |
| Frontier Communications | 1.5/5 |
| Sprint | 1.5/5 |
| Telephone and Data Systems | N/A |
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AT&T as an Employer
3.2/5
AT&T has a 3.2/5 stars for its overall company culture rated by their employees
bottom
35%
Consumer vs. Employees
AT&T scored a -8 for Net Promoter Score and a 0 for Employee Net Promoter Score. NPS gauges how likely a customer of AT&T would recommend the brand to a friend. ENPS measures how likely AT&T employees would recommend working at AT&T to a friend.
Net Promoter Score
-8
NPS Score
| 39% | Promoters |
|---|---|
| 14% | Passive |
| 47% | Detractors |
Employee Net Promoter Score
0
eNPS Score
| 39% | Promoters |
|---|---|
| 22% | Passive |
| 39% | Detractors |
