The latest JD Power study on purchasing methods and satisfaction shows Sprint and T-Mobile as the top full-service wireless carriers. Boost Mobile was rated highest for prepaid service , followed by MetroPCS and Virgin Mobile. Web sales across the board were the most unsatisfactory.
Sprint
and T-Mobile rank highest, in a tie, in customer satisfaction among full-service wireless carriers with a score of 755 each. Verizon scored 753, AT&T scored 744 and the full-service average score was 751.
Sprint
performs well among the website sales, offerings and promotions and cost
of service factors. T-Mobile performs particularly well in the cost of
service factor.
Boost Mobile ranks highest in overall purchase
experience satisfaction among non-contract service carriers with an
overall score of 766. Boost Mobile performs particularly well in phone
sales representative, offerings and promotions and cost of service.
MetroPCS (760) and Virgin Mobile (753) follow Boost Mobile in the
non-contract service carrier rankings.
Virgin Mobile however, is pitting itself against T-Mobile in its latest television commercials with its very own virgin mobile gal in a red dress, dancing (read T-Mobile vs. Virgin Mobile comparison).
Cricket was rated at 723 a tie with Net10, while TracFone received 708 points.
Overall customer satisfaction varies widely by the
type of channel used for their wireless sales transaction. Satisfaction
is lowest among customers who most recently conducted a web sales
transaction (738 on a 1,000-point scale, on average), compared with
retail (walk-in) and telephone channels (753 and 752, respectively).
Customers who purchased through the Web channel, where finding
information quickly is more challenging, tend to rate their experience
lower based on the general lack of personal assistance, compared with
either in-person or over the phone.
Satisfaction with cost of service and
offerings and promotions is lower when purchases are made over the phone
than when made online or in stores. For example, satisfaction with cost
of service among purchases occurring over the phone averages 626,
compared with 653 and 652 when purchases occur online and in stores,
respectively. Similarly, satisfaction with offerings and promotions for
purchases made over the phone average