US Cellular Earns Top Customer Experience Ratings for Wireless Carriers

Experience Matters

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

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

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Temkin Experience Ratings Industry Snapshot: Wireless

Experience Matters

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

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

Experience Matters

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. consumers.

VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video)

ForeSee

are subscribers of Verizon Wireless, the nation’s largest wireless carrier. The post VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video) appeared first on ForeSee. Client Insights Stacy Sherman telecom Verizon Wireless VOC VOC LeadersOver 140 million people in the U.S. With those sorts of numbers, listening to its customers is a necessity for.

Do wireless carriers care about the iPhone more than consumers?

MaritzCX

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?

MaritzCX

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

TV Service Providers & ISPs Earn The Lowest Customer Experience Ratings

Experience Matters

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. consumers.

Wireless Charging at a Starbucks Near You! Partnering in the Removal of Pain/Drain Points

Michelli Experience

You have seen us. If you are honest you will admit to being one of us. We are the people trying to appear inconspicuous as we feverishly look for an available power outlet to recharge our laptops, tablets, or cellular phones. We are easily located in a wide number of locations including airports and Starbucks

In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack

ForeSee

Contrary to the assumption that everyone is unhappy with their wireless provider, a new report shows that overall customer satisfaction is fairly high — with ForeSee client T-Mobile leading. The post In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack appeared first on ForeSee.

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).

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

Experience Matters

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. consumers.

Hotels 139

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 […].

How Wi-Fi Location-Based Services Can Step Up Your Public Safety Game

Avaya

As part of normal operations, a mobile device will probe the network looking for Wireless Access Points (WAPs). Therefore, a Wi-Fi location-based solution can identify the location of every wireless device in range of the WLAN. Networking automated elasticity Avaya End to end segmentation EverywherePerimeter hacking hyper-segmentation native stealth security Target Wi-Fi Location-Based Services Wireless Access Points (WAPs) WLBS

Want Customer Loyalty? Don't `Nickel-and-Dime' Them

Think Customers

Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends Extreme Trust customerstrategy loyalty wirelessOne of the most infuriating things for customers is when they are hit with hidden or unexpected fees. Prime examples include being slapped with a double ATM fee for a cash withdrawal (the fee charged when you use an out-of-network ATM and then the penalty that your own bank imposes). Or when a hotel charges separate WiFi fees for each device that's used.

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

Avaya

Networking communications systems networking security Smart City wireless solutionsThe city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers. For this to happen, it needs a strong foundation—an infrastructure that can withstand heavy traffic, particularly during times of crisis. At Avaya, we’re partnering with 22 Capital Partners to prototype the Smart City platform in the Gramercy District in the Washington, D.C.

Webinar recording: Telecom increases revenue and NPS® with data-driven CX programs

Centriam Customer Experience Lab

A customer experience transformation is underway at Cable & Wireless, a $3.6 During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless. billion telecommunications company.

Three Major Blind Spots When It Comes To Engaging Customers

MaritzCX

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article. Retail

Three Major Blind Spots When It Comes To Engaging Customers

MaritzCX

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article

Three Major Blind Spots When It Comes To Engaging Customers

MaritzCX

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article

How To Create a Better CX With Agent Scripting Software

Jacada

I have two computers connected through a wireless router and neither can connect. Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I've already rebooted the computers and the modem, but still no connection. I’m not sure if it’s due to the thunderstorm in the area.”. Read More. Jacada Blog

Examining Massive Decline in Customer Experience (Ratings)

Experience Matters

Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […]. In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016. Customer experience

5G Is Here…Kind Of

Forrester's Customer Insights

The US-based wireless carriers are running commercials. 5G is quickly coming to the forefront of consumer consciousness in the United States. 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

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

Fresh MR

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 UncategorizedLessons from the Consumer Packaged Goods Industry The telecom industry has always been innovative, but the innovation has been mostly incremental.

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

2015 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

> 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. consumers. 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. > > Auto Dealers. >

Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters

CustomerGauge

Among many were their wireless headphones Apple now calls AirPods. Apple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features. The AirPods put an end to the endless unraveling of wire headphones and offered a more effortless music/communication Apple experience. While Appe’s AirPods may be […]. The post Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters appeared first on CustomerGauge.

NPS 60

How to Kick Old Habits and Improve Discipline

The DiJulius Group

When I was building NationLink Wireless, I attended the Birthing Of Giants entrepreneurship program?based This guest article is brought to you by Andy Bailey, speaker at the 2019 Customer Service Revolution. based on Verne Harnish’s book Mastering the Rockefeller Habits?at at the Massachusetts Institute of Technology. I vividly remember this comment from an instructor: “Eighty-five percent of you will leave here and. Read Full Article.

The Landline Survey: An Antiquated Methodology

QuestionPro Audience

Although they are moving into wireless systems 2 ; having a landline is considered to be more of a safety net, as landlines typically offer a more stable connection. Almost half of home security owners in the United States have a security system that connects wirelessly to sensors.”. Back in the 1990’s, virtually every household had a landline, and people would answer the phone and talk to survey research callers.

Survey 211

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.

Report: Economics of Net Promoter, 2015

Experience Matters

This analysis examines the loyalty behaviors of promoters, passives, and detractors across 20 industries: airlines, appliance makers, auto dealers, banks, rental car agencies, computer and tablet makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, supermarkets, TV service providers, utilities, and wireless carriers.

Report 211

An Alternative Solution to Market Research Panels and Online Communities

Fresh MR

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. We live in a world where consumer data are growing rapidly. And, by some … Continue reading → CX Energy Research Specialties Research Trends

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. He is currently Senior Vice President Customer Experience leading a major experience transformation for Cable &Wireless Communications.

Who Will Win the Mobile Payment Adoption Race?

Think Customers

Additionally, last week''s announcement from Google that it''s working with AT&T, Verizon Wireless, and T-Mobile to pre-install Google Wallet on all of the providers'' Android phones, further positions mobile pay as on the verge of going mainstream. When Apple revealed its Apple Pay last September, CEO Tim Cook said the mobile payment service "will forever change the way we buy." And during last week''s earnings call, Cook called 2015, "the year of Apple Pay."

Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

ROI 250

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

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). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. economy. Their data is used by researchers, organizations, analysts, investors, etc. to get a pulse on CSAT across industries.

Do Your Customers Experience Your Values?

Wired and Dangerous

The wireless campus is an immaculate setting with speakers playing classical music as students change classes. High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. However, everything is done to model a value. Kiosks have free healthy snacks students can grab as they walk to class (modeling Generosity and Wellness).