US Cellular Earns Top Customer Experience Ratings for Wireless Carriers

Experience Matters

consumers. US Cellular delivers the best customer experience in the wireless industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey […]. 2017 Temkin Ratings Customer experience AT&T Cricket Wireless MetroPCS Sprint T-Mobile TracFone US Cellular Verizon Wireless Virgin Mobile Wireless

Virgin Mobile Leads Wireless Carriers in Customer Experience

Experience Matters

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 128 th place overall. Cellular was the lowest-rated wireless carrier, with a rating of 46% and a rank of 264 th out of 268 companies.

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Temkin Experience Ratings Industry Snapshot: Wireless

Experience Matters

consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. Congratulations to MetroPCS for earning the top customer experience score in the wireless industry. Of the nine wireless carriers included in this year’s Ratings, MetroPCS earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries.

MetroPCS, Virgin Mobile, and TracFone Lead Wireless Carriers in Customer Experience

Experience Matters

consumers. MetroPCS, Virgin Mobile, and TracFone tied for the top spot out of seven wireless carriers in the 2016 Temkin Experience Ratings. 2016 Temkin Ratings Customer experience AT&T MetroPCS Sprint T-Mobile TracFone US Cellular Verizon Wireless Virgin MobileWe recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

Do wireless carriers care about the iPhone more than consumers?

InMoment XI

Recently I was reading Apple’s earnings announcement from a few weeks ago (which for once didn’t blow away expectations) and the mountain of analysis by various tech and Wall Street experts. The range of opinions made me laugh, many of which clearly reflected the writer’s personal perception (both good and bad) of the brand rather. View Article

Do wireless carriers care about the iPhone more than consumers?

InMoment XI

Recently I was reading Apple’s earnings announcement from a few weeks ago (which for once didn’t blow away expectations) and the mountain of analysis by various tech and Wall Street experts. The range of opinions made me laugh, many of which clearly reflected the writer’s personal perception (both good and bad) of the brand rather. View Article

Payments on the go: The benefits of a wireless credit card terminal

BirdEye

Whether your business is cash-only or already accepting credit cards – chances are you could benefit from introducing a wireless credit card terminal to improve the payment experience. This trend speaks to the health and safety concerns of consumers.

TV Service Providers & ISPs Earn The Lowest Customer Experience Ratings

Experience Matters

consumers. 2017 Temkin Ratings Customer experience AT&T Cricket Wireless ISP MetroPCS Sprint T-Mobile TracFone TV Service US Cellular Verizon Wireless Virgin MobileWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S.

Social Media Emerges as Wireless Customer Service Channel of Choice

CSM Magazine

Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. Following are key findings of the 2018 studies: Social channels become front line for customer service: Among customers who ask a question or make a request of their wireless carrier, overall satisfaction is highest in the social media channel (838 on a 1,000-point scale) and the app channel (835).

Helen Dewdney talks to Ofcom Director of Consumer Protection

Helen Dewdney

This week I spoke to Cristina Luna-Esteban on The Complaining Cow Consumer Show on East London Radio. From phones and broadband to TV, radio, post and wireless devices, we regulate services at the heart of people’s everyday lives. East London Radio The Complaining Cow Consumer Show.

The Evolution of the Tech Consumer

Centercode

The people who consume tech have also changed significantly. From the niche world of hi-tech enthusiasts from the 90s to today’s mainstream users, the people who consume technology have had as much of an effect on its evolution as it has had in our daily life.

Residence Inn, Holiday Inn Express, and Hilton Earn Top Customer Experience Ratings for Hotels

Experience Matters

consumers. 2016 Temkin Ratings Customer experience AT&T MetroPCS Sprint T-Mobile TracFone US Cellular Verizon Wireless Virgin MobileWe recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

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7 Ways 5G Wireless Will Impact Digital Marketers

Oracle

This new age opens up a variety of opportunities for digital marketers as 5G wireless promises speeds that are at least 10 times faster than today’s 4G. seconds with 5G, according to the Consumer Technology Association. 5G wireless is much more accurate in pinpointing a user’s location. 5G wireless will only accelerate this trend. That ‘s just the start of a long list of ways that 5G wireless will affect marketers.

The Realities of Rural 5G Deployment in the US

Forrester's Customer Insights

This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. I am glad this deal will now […].

What does a Smart City look like? We’re defining it with a new partner

Avaya

The city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers. Communications and networking infrastructure need to be automated to simplify deployment, particularly as the Smart City expands to include all the consumer devices that will connect wearables and IoT applications, including smart appliances. Ultimately, it will provide a completely different digital experience than what consumers are getting today.

How to Optimize Go-to-market Strategies Quickly and Efficiently

Escalent

Lessons from the Consumer Packaged Goods Industry The telecom industry has always been innovative, but the innovation has been mostly incremental. Over the past century, we had telegraphs, then wired telephones, then wireless phones, then cell phones, and now we … Continue reading → Consumer & Retail CX Product Development Telecommunications Uncategorized

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

Beyond Philosophy

This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information. These efforts, however, only scratch the surface on what would help Target make large deposits to the severely depleted consumer trust account. Michael Lowenstein, Ph.D.,

5 Customer Experience Trends That COVID-19 Is Only Accelerating

Oracle

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Contactless consumer experiences: payments. A contactless payment is a payment transaction that doesn’t require physical contact between a consumer’s payment device and a point-of-sale (POS) terminal. The consumer holds a payment device (e.g.

Listening to Your Customers Could Save You Millions

Customer Interactions

The Story On December 17, 2014 a major US wireless carrier was sued by the Consumer Financial Protection Bureau (CFPB) for allowing unauthorized third-party charges to consumers

How Mint Mobile Bucks Industry Trends To Serve Customers

Blake Morgan

? ? ? ? ? ? ? ? ?. When you think of companies that put customers first with innovative solutions and personalized service, the wireless industry probably isn’t your first thought. Mint Mobile’s core mission is to provide affordable wireless service to customers.

Consumer Reports’ naughty and nice list for holiday shoppers

Service Untitled

On Monday, Consumer Reports published its first Naughty and Nice Holiday List. “Our goal isn’t to laud one company or put down another, but to call out specific policies that we think put consumers first or put them behind the eight ball,&# stated Tod Marks, senior editor and resident shopping expert at Consumer Reports. Bringing attention to both the helpful and hurtful practices to consumers is a positive step.

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. In the United States, phone numbers are allocated to wireless companies in blocks of 9,999, all beginning with the same three-digit prefix following the area code. Wireless text messaging is widely used in the U.S.;

5G Is Here…Kind Of

Forrester's Customer Insights

5G is quickly coming to the forefront of consumer consciousness in the United States. The US-based wireless carriers are running commercials. Samsung has had its devices in the market since 2019 with its flagship S20 arriving earlier in 2020 (I had the opportunity to test, and in the words of my 10-year old nephew, “Such […]. Age of the Customer

An Alternative Solution to Market Research Panels and Online Communities

Escalent

We live in a world where consumer data are growing rapidly. Nearly every behavior on the internet is tracked, wireless devices constantly share our location and activities, and smart appliances disseminate troves of data into the ether. And, by some … Continue reading → CX Energy Research Specialties Research Trends

2015 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

consumers. > Wireless Carriers. 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. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings. You can see links to all of those industry snapshots below: > Airlines. >

When should you upgrade your payment terminal?

BirdEye

Wireless payment terminal. A wireless payment terminal has all of the functionality of a traditional terminal but doesn’t require a physical landline phone or wired Internet connection. The reality is a large portion of consumers want to pay with these payment methods!

When should you upgrade your credit card terminal?

BirdEye

Wireless credit card terminal. A wireless payment terminal has all of the functionality of a traditional terminal but doesn’t require a physical landline phone or wired Internet connection. The reality is a large portion of consumers want to pay with these payment methods!

Visual Transformation in Telecom: Endless opportunities

TechSee

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. If a router goes down or the Wifi gets glitchy, consumers can’t even sit and wait around for a technician.

Report: Economics of Net Promoter, 2015

Experience Matters

We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty. We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty?

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Report: ROI of Customer Experience, 2014

Experience Matters

consumers describing their experiences with and their loyalty to 268 companies. We compared the consumers who gave companies a very good customer experience rating to those who gave companies a very bad customer experience rating, and we found that the percentage of customers who plan on repurchasing products is 18 percentage-points higher at organizations with excellent CX ratings. We just published a Temkin Group report, ROI of Customer Experience, 2014.

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Quick Guide to Setting Up Your Business Computer Network

transcosmos Information Systems

Step 2: Decide if You Should Go Wired or Wireless. Many businesses opt for wireless connections because of greater flexibility. Some wireless connections can drop out if too many computers are logging onto the same network. This is why many companies, even multinational ones, are opting for both wired and wireless connections. Consumer routers are often compatible with IEEE 802.11ac wireless networking standard.

H-E-B and Credit Unions Top 2015 Temkin Trust Ratings

Experience Matters

consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). TV service providers (32%) and Internet service providers (34%) earned average scores in the “very poor” range, while wireless carriers, health plans, and utilities earned average scores in the “poor” range. consumers during January 2015. We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings.

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

Consumer Shipping: 78%. Wireless Telephone Service: 74%. If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). .

Visual Technology in Telecom: Endless opportunities

TechSee

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. If a router goes down or the Wifi gets glitchy, consumers can’t even sit and wait around for a technician.

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. C&W is a full-service communications and entertainment provider, operating in the Caribbean and Latin America, and Alvin manages the consumer service delivery workforce across 17 Caribbean markets.

Examining Five Years of Temkin Trust Ratings

Experience Matters

consumers to rate the level of trust that consumers have with 293 organizations across 20 industries. points), auto dealers (-3.6), software (-2.8), investment firms (-2.7), major appliances (-2.5), TV service (-2.4), health plans (-1.7), and wireless carries (-1.6). We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. It uses feedback from 10,000 U.S.

No Fault Found Returns: a Supermassive Black Hole for Retailers

TechSee

Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS). NFF returns in 2019 were largely due to consumers running into trouble when installing, activating and using their holiday shopping gifts.

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