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, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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