TracFone Leads In (Poor Group Of) Wireless Experiences
April 25, 2011 3 Comments
In the 2011 Temkin Experience Ratings, we examined the customer experience across 12 industries. For this post, we will take a closer look at the six wireless carriers in the ratings.
Wireless carriers have an average rating of “Poor” and was the 8th ranked industry out of 12…
Let’s take closer look at the results for all of the individual wireless carriers…
As you can see, TracFone, Sprint, and AT&T barely cross into the “Okay” customer experience rating. The remaining three carrriers, Verizon Wireless, T-Mobile, and Virgin Mobile are in the “Poor” range.
Let’s take a look at the three components of the Temkin Experience Ratings…
TracFone is the top-performing carrier when it comes to functional and emotional experience, but falls behind four other carriers in the accessible component. While none of the carriers crossed the line of goodness for the accessible component of our ratings, Sprint comes out as the easiest to do business with. Virgin Mobile takes the bottom spot for both emotional and accessible components and T-Mobile falls well behind the other carriers in its functional experience.
The bottom line: Wireless carriers need to deliver better experiences
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