TracFone and Verizon Wireless Lead Wireless Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the wireless industry:

  • On average, the wireless industry showed a slight decrease from 60.3% in 2012 to 59.9% this year, earning the sector a “poor” rating.
  • The top company in the industry, TracFone, is only #115 overall, but its rating of 66% is four points above second place Verizon Wireless. This is the third straight year that TracFone has led the industry.
  • Three wireless companies earned “poor” ratings: AT&T (59%), Sprint (58%), and T-Mobile (56%). This is the second straight year that T-Mobile has been in last place in the industry.
  • AT&T and Sprint are the only two wireless carriers with decreases in their ratings between 2012 and 2013.
  • TracFone leads in the functional component of the ratings and Verizon Wireless leads in the accessible component.
  • MetroPCS has a very unique profile; it leads in the emotional component, but is the lowest scoring in the accessible component.
  • T-Mobile is the lowest rated in both the functional and emotional components
  • Here’s a link to industry results from the 2012 ratings.

Download entire dataset for $395

Wireless1 Wireless2

Temkin Ratings website

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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