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Temkin Experience Ratings Industry Snapshot: Wireless

Experience Matters

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. The post Temkin Experience Ratings Industry Snapshot: Wireless appeared first on Customer Experience Matters®.

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Virgin Mobile Leads Wireless Carriers in Customer Experience

Experience Matters

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. With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011. In 2014, U.S.

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Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. Customer Satisfaction Score is 76.5%. Wireless Telephone Service: 74%. If your industry didn’t make it into the ACSI list, comparing yourself to the overall US customer satisfaction score of 76.5%

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Customer retention in the telecom industry – new thinking

TechSee

Even though 61% of the telcos in question tried to retain their customers after they canceled their contracts — usually by offering a discount or an apology — their efforts were evidently unsuccessful. Instead it suggests that the best way to increase loyalty is by reducing effort. Enhancing customer retention in the telecom industry.

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Report: Economics of Net Promoter, 2015

Experience Matters

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? Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

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Why Survival Mode Kills The Customer Experience

CX Accelerator

At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. Your customer doesn't care what you got on your internal score card. Teach them to reinforce these critical actions every day and the score will take care of itself.

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Why Survival Mode Kills The Customer Experience

CX Accelerator

At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. Your customer doesn't care what you got on your internal score card. Teach them to reinforce these critical actions every day and the score will take care of itself.