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. 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. Sprint scored the furthest below the industry average for each of the three components: 8.7

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. 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.

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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%. Customer Satisfaction Score: A Free Guide.

12 Customer Net Promoter Score Facts That Will Blow Your Mind!

SurveySparrow

And one simple way to make this dream come true is by measuring customer net promoter score. Here’s our compilation of 12 interesting facts on NPS score to help you understand this metric a little more. What Is A Customer Net Promoter Score?

Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Pretium Solutions

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. In the course of their discussion , they spoke about how organizations must focus their efforts on catering to those most profitable customers that have proven their customer loyalty to the organization through repeat purchases and high Net Promoter Scores. The wireless and broadband industries illustrate this point.

Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Pretium Solutions

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. In the course of their discussion , they spoke about how organizations must focus their efforts on catering to those most profitable customers that have proven their customer loyalty to the organization through repeat purchases and high Net Promoter Scores. The wireless and broadband industries illustrate this point.

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. We just published a Temkin Group report, Economics of Net Promoter, 2015.

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

Beyond Philosophy

These efforts, however, only scratch the surface on what would help Target make large deposits to the severely depleted consumer trust account. Here is one of the things they both could do to bring customers closer, and make them part of the image rebuilding effort. It’s not the only trust-building answer for Target, but online community would be a major component of this effort. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

All You Need to Know About CSAT To Drive A Better Customer Experience

TechSee

Here’s what you need to know about customer satisfaction score and what it means for customer experience. What is Customer Satisfaction Score (CSAT)? Evaluating customer satisfaction allows you to learn what areas need improvement and what strategies and efforts are having an impact.

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.

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. Play the Game, Don't Game the Score When looking at CX data, it's easy to get caught up in the numbers and to forget that behind those numbers are real people, living important lives that you are there to serve. Your customer doesn't care what you got on your internal score card.

Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first. Spirit Airlines’ score, on the other hand, declined the most, dropping five points.

New Research: The ROI of Customer Experience

Qualtrics

consumer industries: Airlines, auto dealers, banks, car rentals, computers, credit cards, fast food, groceries, health insurance, hotels, insurance, investments, Internet/TV service, parcel services, retailers, software, streaming media, TVs & appliances, utilities, and wireless.

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Five strategies to improve customer experience in telecoms

TechSee

According to Forrester’s CX Index scoring system, telcos that increase CX score by one point will generate an additional $3.39 To highlight the importance and overall value of focusing efforts and investments in CX initiatives, we’ve compiled a short list of successful projects by leading providers in the telecom industry. Power’s Highest in Customer Service among Full-Service Wireless Providers twice in a row.

Show Me the Money: The Why of Customer Experience Excellence

Michelli Experience

Forrester then merges data from those three aspects and calculates a singular Customer Experience Index score for every company. Overall results suggest that most companies are receiving very mediocre scores on the index. The lower the Customer Experience Index score, the more likely a customer will consider switching to another brand. In industries like hotels and wireless service, the annual incremental revenue boost is calculated as “BILLIONS” of dollars.

Customer Journey Measurement: The Essential Guide

Pointillist

Measuring customer experience with Voice of the Customer metrics, such as Net Promoter Score (NPS) ® , is considered a best practice for companies of any size. You set a goal to increase customer satisfaction or reduce the effort required by customers in certain channels. Typically, wireless providers gauge customer satisfaction with online diagnostic tools or agent-supported channels like live chat or a phone call. Develop Journey Scores. By Steve Offsey.

5 Top Customer Service Articles for the Week of November 5, 2018

ShepHyken

It Might Be Your Secret Customer Score by Khadeeja Safdar. WSJ) Retailers, wireless carriers and others crunch data to determine what shoppers are worth for the long term—and how well to treat them. You may have to sign in to read it, but it is well worth the extra effort. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

Intentional Customer Experience as North Star for 2021

ClearAction

1 Empathy-infused H2H has been a weakness historically, and it will take concerted efforts for it to remain prominent. By preventing the need for remedial efforts you gain more time to be creative. TELUS ranked top wireless network by JD Power.

Meet Your Customer Experience Goals: A Four-Step Guide

PeopleMetrics

Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors. Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness.

Build an air quality anomaly detector using Amazon Lookout for Metrics

AWS Machine Learning

The architecture consists of three functional blocks: Wireless sensors placed at strategic locations to sense the concentration level of carbon monoxide (CO), sulfur dioxide (SO2), and nitrogen dioxide(NO2) in the air.

The Role Of Technical Support In Improving The Customer Experience Rate Of Mobile Companies

Magellan Solutions

Because when these customers make the effort to solve their technical concerns by soliciting help from the mobile company, they carry with them so much expectation that it will be resolved promptly. A 2014 study revealed that customers are 30% more likely to jump to another wireless carrier if their service calls reaches the 15-minute mark, or more. Technical support has got to be that area of IT businesses that they cannot do without.

Blindspot! What Can’t We See When Examining the Customer Journey?

Clarabridge

Watch out for these blindspots in your own customer journey efforts. Remember when we all learned about Net Promotor Score? How about Customer Effort Score or Employee Engagement Scores? She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others. By Jeannie Walters, CEO and Founder of 360Connext. Understanding and overcoming common blindspots in the customer journey.

Brands Reveal Big Gains from Incremental Improvements in Customer Service

Tricia Morris

The answer is yes, all the effort that goes into improving internal and external customer service is well worth it. Leveraging data from cases has enabled service to provide direct input into product and service changes resulting in increased sales and increased customer satisfaction – and a Net Promoter Score (NPS) increase of 50 percent.

4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Studies indicate that many companies are now using social media in their communication efforts; however, most lack a consistent mechanism to measure the effect of their programs. Michael Lowenstein, Ph.D.,

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

Humans are the most expensive method to make sense of unstructured comments—often prohibitively so, because not only are they expensive knowledge workers, but also the effort doesn’t scale. Wi-Fi could be a topic, but some customers might call it wireless internet. The machine then assigns a sentiment score for each comment related to given topics, usually ranging from –1 to +1. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

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Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller

Tricia Morris

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Just like private companies, the ultimate goal for government agencies is to address issues and questions in the swiftest and most efficient manner, reducing effort while increasing satisfaction.

How to Build a Culture of Customer Experience Management

Answer Dash

CSat and NPS are likely candidates for many businesses, along with CES (Customer Effort Score). You may also want to pull in quantitative measures linked to CX, such as waiting times on phone and chat channels, customer review scores, and website loading speeds.

Advance from Personalization to Customer Journey Orchestration

Pointillist

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Journey orchestration is a team effort, not the sole responsibility of one team or department.

How to Improve NPS: 7 Proven CX Strategies

Pointillist

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. It’s impossible to know which actions you should take to address a weak or declining score without first understanding the factors driving NPS. customers whose scores range from 0 to 6) Find a unifying trend (e.g.

NPS 66

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more.

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more.

8 Insightful Customer Journey Analytics Examples and Use Cases

Pointillist

Measure the Impact of New CX Initiatives With Customer Journey Analytics A leading cable, wireless and internet provider uses journey analytics to gauge the success of a new self-service appointment system intended to improve customer experience while reducing cost to serve.

Pros & Cons of Using NPS To Measure CX Success

Doing CX Right

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.”. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? On today’s episode, we are going to discuss whether or not Net Promoter Score as a measurement of success is overrated. My only comment is that the numeric score is insightful.

NPS 40

How to Improve Contact Center Optimization with Customer Journeys

Pointillist

The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering. Those who try to tackle this problem often find that their efforts suffer due to lack of focus, competing priorities and significant costs. Armed with this knowledge, agents can serve customers efficiently, increasing NPS ® , CSAT and FCR, and minimizing customer effort (CES), average handle time (AHT) and repeat calls. By Stephanie Ventura.

The Smart Home Race: Who Will Win?

Natalie Petouhof

Currently, there are many networks, standards, and devices being used to connect the smart home, creating interoperability problems (the ability of a system or a product to work with other systems or products without special effort on the part of the customer) and this makes it confusing for the consumer to set up and control multiple devices. As far as switches go, the Lutron Caseta Wireless in-wall dimmer kit is HomeKit compatible.

8 Uses of Artificial Intelligence to Boost Customer Experience Measurement

Pointillist

Take for example the Net Promoter Score ® , which is a popular CX metric that captures your customers’ happiness by asking how likely they are to recommend your product or company to others. But simply knowing your overall Net Promoter Score won’t tell you why you are receiving it or, more importantly, how to improve it. The company would have been happy with my score and under normal circumstances should rightly view me as a promoter. By Swati Sahai.

Qualtrics XM Institute launches new CX benchmarks

Qualtrics

At the other end of the spectrum, six industries – Car Rental, Health Insurance , Software Firms, TV & Appliances, TV/Internet Service Providers, and Wireless – had no companies earn “good” or “excellent” ratings. Success ratings : The Success element earned the strongest scores, with an average rating of 69% across industries. Effort ratings : The Effort ratings range from a high of 87% in Groceries down to a low of 28% in Fast Food.