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

Temkin Experience Ratings

We 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.

MetroPCS, Virgin Mobile, and TracFone tied for the top spot out of seven wireless carriers in the 2016 Temkin Experience Ratings. They each earned a score of 63%, which put them all in 125th place overall out of 294 companies across 20 industries. MetroPCS shot to the top of the rankings by virtue of being the only wireless carrier out of the seven we looked at to improve its rating over the past year. Virgin Mobile maintained its top spot from the previous year, despite dropping five percentage-points, while TracFone’s rating stayed steady from 2015.

At the other end of the spectrum, Sprint was the lowest-ranked wireless company for the second year in a row, receiving a rating of 54% and an overall ranking of 211th.

Overall, the wireless industry averaged a 58% rating in the 2016 Temkin Experience Ratings and tied for 10th place out of 20 industries. Although every industry’s average dropped between 2015 and 2016, the wireless industry decreased the least, only going down 3 percentage-points.

1605_Wireless_Overall

Here are some additional findings from the wireless industry:

  • The ratings of all wireless carriers in the 2016 Temkin Experience Ratings are as follows: MetroPCS (63%), Virgin Mobile (63%), TracFone (63%), Verizon Wireless (59%), T-Mobile (56%), AT&T (56%), and Sprint (54%).
  • MetroPCS (+3 points) was the only wireless carrier to improve its rating between 2015 and 2016.
  • T-Mobile (-9 points), Virgin Mobile (-5 points), Verizon Wireless (-3 points), and AT&T (-3 points) declined by the most percentage-points between 2015 and 2016.

1605_Wireless_IndustryAv1605_Wireless_Overall


 

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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