The Social Element Logo
The Social Element Logo

When it comes to social media customer service, not all mobile carriers are equal.

With over 10 years of social media customer care experience, partnering with brands such as T-Mobile, Toyota, GoPro, and Ford, The Social Element knows what really moves the needle for brands when it comes to social media engagement.

With over 10 years of social media customer care experience, partnering with brands such as T-Mobile, Toyota, GoPro, and Ford, The Social Element knows what really moves the needle for brands when it comes to social media engagement.

Which mobile phone carrier is the best at social customer service?

Mobile phone carriers are usually judged on two factors: coverage and customer service.

Customers want a brand that’s available when they are, where they are, and they want quick answers.

Speedy customer service is key.

Knowing this, our team took a deep dive into brand behavior for mobile phone carriers in the US, looking at their Facebook activity*. Who is the most responsive on Facebook? Who is the most solutions oriented? Who should you definitely not count on for quick help?

Read on.

*For each brand selected, our team looked at the 100 most recent Facebook posts published. On these posts, we looked at the top 100 comments and calculated how much time it took the brand to come and engage with these comments. 100 posts took us back 3 to 6 months, depending on the brand.

T-Mobile is the fastest to respond

(10+ times faster than its closest competitor!)

T-Mobile stands out in the speed of response: its average response time is 17 minutes. Verizon is the closest to this with 3 hours.

If you are an AT&T customer and post a question to Facebook, you may have to wait up to 6 hours for a response.

Post a comment?
T-Mobile and Cricket are the most likely to reply

T-Mobile and Cricket are the two most “talkative” brands, responding respectively to 64% and 77% of comments on their posts.

AT&T lies at the other end of the spectrum and only responds to 8% of the comments.

This says a lot about a brand’s level of care

How much does the brand value its customer’s input?

T-Mobile takes the time to respond to most posts, even the least straightforward ones.

Customer service belongs on social

And it is more than simply responding to “customer service” enquiries.

In 2017, customers expect brand engagement, and customer service is just one aspect of it.

We have experienced Engagement Specialists available right away to improve your brand’s performance when it comes to reaching your customers and keeping them engaged. Talk to us.

Get in touch!






Ashley Cooksley

Ashley Cooksley

Chief Sales Officer

Robin Hamman

Robin Hamman

Commercial Director, EMEA

Marco Meneses

Marco Meneses

Commercial Director, Americas

Annabelle Blackburn

Annabelle Blackburn

Sales Manager