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
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.
39% | Promoters |
---|---|
14% | Passives |
47% | Detractors |
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 |
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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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.
Female customers rated AT&T's NPS 10 points higher than Male customers.
AT&T's NPS was rated -35 by Male customers on Comparably.
AT&T's NPS was rated -25 by Female customers on Comparably.
AT&T's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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.
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 |
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 |
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.
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's Customer Loyalty score was rated 81 by both Female and Male customers on Comparably.
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"
AT&T's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
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'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'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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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 |
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’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.
AT&T's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
Male customers rated AT&T's Product Quality score 0.1 stars higher than Female customers.
AT&T's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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'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's Product Quality score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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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 |
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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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.
AT&T's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
Male customers rated AT&T's ROI score 0.1 stars higher than Female customers.
AT&T's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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'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's ROI score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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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 |
AT&T has an overall Customer Satisfaction score of 53 rated by its users and customers.
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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.
AT&T's Customer Satisfaction score was rated highest by customers ages 26-30, and rated lowest by customers ages 66+.
Male customers rated AT&T's Customer Satisfaction score 4 points higher than Female customers.
Very Satisfied | 26% | |
---|---|---|
Satisfied | 23% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 12% | |
Very Dissatisfied | 33% |
Very Satisfied | 32% | |
---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 10% | |
Very Dissatisfied | 38% |
AT&T's Customer Satisfaction (CSAT) score was rated 31% according to Caucasian users and customers.
AT&T's Customer Satisfaction (CSAT) score was rated 73% according to Hispanic or Latino users and customers.
AT&T's Customer Satisfaction (CSAT) score was rated 64% according to African American/Black users and customers.
AT&T's Customer Satisfaction (CSAT) score was rated 70% according to Asian or Pacific Islander users and customers.
AT&T's Customer Satisfaction (CSAT) score was rated 40% according to Native American users and customers.
AT&T's Customer Satisfaction (CSAT) score was rated 32% according to Other users and customers.
AT&T's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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'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'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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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% |
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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208 S. Akard St, Dallas, TX 75202
https://www.att.com/
AT&T's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
Female customers rated AT&T's Customer Service score 0.1 stars higher than Male customers.
AT&T's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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'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's Customer Service score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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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 |
AT&T has a 3.2/5 stars for its overall company culture rated by their 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.
39% | Promoters |
---|---|
14% | Passive |
47% | Detractors |
39% | Promoters |
---|---|
22% | Passive |
39% | Detractors |