Virgin Mobile Leads Wireless Carriers in Customer Experience
March 18, 2015 1 Comment
We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.
The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined.
Here are some highlights from the wireless carriers’ results:
- Virgin Mobile earned the highest rating in the industry with a score of 67%, which put it in 128th place overall. Virgin Mobile has been steadily improving its ratings over the past five years. In 2011, it was the lowest-rated wireless carrier, with a score of 29%, in 2012 it increased its score to 59%, and then to 61% in 2013, 64% in 2014, and then this year, it became the top-rated wireless carrier, with 67%.
- With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011. Sprint scored the furthest below the industry average for each of the three components: 8.7 percentage-points below the success average, 4.3 points below the effort average, and 5.5 points below the emotion average.
- Of the eight wireless carriers that we looked at last year and this year, four of them increased their rating and four of them decreased their rating. U.S. Cellular (+16 points), Virgin Mobile (+3 points), MetroPCS (+2 points), and T-Mobile (+1 point) improved their scores, while TracFone (-4 points), AT&T (-4 points), Sprint (-2 points), and Verizon Wireless (-1 point) received lower scores in 2015 than in 2014.
- U.S. Cellular experienced one of the most dramatic improvements in the Ratings, going up 16 percentage-points over the last year. This is following a 14-point decline between 2013 and 2014. In 2014, U.S. Cellular was the lowest-rated wireless carrier, with a rating of 46% and a rank of 264th out of 268 companies. This year it scored the industry average—62%—and placed 187th out of 293 companies.
- U.S. Cellular increased each of its component scores more than any other wireless carrier, going up by 12 percentage-points for success, 16 points for effort, and an astounding 19 points for emotion.
Virgin Mobile, whilst being excellent in wireless services, is also an award winner with their customer service. Their French number here http://serviceclientcontacter.website/virgin-mobile-service-client/ developed a reputation for providing a service better than any other across western Europe