WABAN, Mass., March 13, 2012 -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across
This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes seven wireless carriers: AT&T, Sprint, T-Mobile, TracFone, US Cellular, Verizon Wireless, and Virgin Mobile.
TracFone was the top rated carrier, but only received an "okay" rating. AT&T, Verizon Wireless, and Sprint also earned "okay" ratings while the remaining carriers were rated "poor."
The average ratings for the wireless carriers placed it 13th out of 18 industries in the study. Temkin Group also analyzed the changes between 2011 and 2012 and found that customer experience in the wireless industry improved over the previous year.
Led by Virgin Mobile and TracFone, all six carriers that were in both the 2011 and 2012 Temkin Experience Ratings had improved ratings. Sprint fell behind the other carriers with only a very slight improvement since last year.
"Customer experience improved across the entire wireless industry, but there's still a long way to go," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
The Temkin Experience Ratings evaluates three dimensions of
-- Functional: Does the company meet consumers' needs?
-- Accessible: How easy is it for consumers to do what
they are trying to do?
-- Emotional: How do consumers feel about their
interactions with companies?
Other highlights from the research include:
-- TracFone and Verizon Wireless received the highest Functional ratings, while T-Mobile received the lowest. Virgin Mobile had the largest increase in this area while Sprint had the largest decline.
-- TracFone and Verizon Wireless received the highest Accessible ratings, while Virgin Mobile and T-Mobile received the lowest. TracFone had the largest increase in this area while T-Mobile had the largest decline.
-- TracFone received the highest Emotional ratings, while T-Mobile and US Cellular received the lowest. Virgin Mobile had the largest increase in this area while T-Mobile had the smallest.
Rightardia found this press release to be amusing, but accurate. The only cell phones we use are Tracfones because they almost always work and you can replace them for about $19 when they finally fail.
We buy a 1000 minute cards for $159.00. A double minute card usually comes with a new TracFone and we then pay a $10 fee for 50 minutes a month which ends up as 100 minutes because of the double minute card. See https://www.tracfone.com/direct/Purchase?payGo=true
This meets the needs of most our people and we rarely drop calls on Tracfone. Since there are no contracts, we don't have to worry about a $600-$700 fee when a cell phone contract is broken.
This report can be accessed from the Temkin Group website at
http://www.temkingroup.com or from the blog, Customer
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