TracFone Leads In (Poor Group Of) Wireless Experiences

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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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

3 thoughts on “TracFone Leads In (Poor Group Of) Wireless Experiences”

  1. It seems as thought tracfone have seriously done some reshuffling. I was always under the impression that they were the worst of the worst, and not by a small margin either. It was with great apprehension that I adopted an SVC phone, that has up till now not given me any grey hairs. Maybe my policy of you get what you pay for, also plays a role in other people’s accreditation.

  2. I’m not surprised that Tracfone is the top performing carrier when it comes to functional and emotional experience according to the Temkin Group’s findings. I find Tracfone’s plans simple and cheap with no hidden fee’s and the big thing is I find their networks are of the best in the country so I end up getting total value for money. I read on a Net10 website that Net10 which is another Tracfone company won the JD Power & Associates twice in a row a few years ago for factors that drive overall customer satisfaction performance, reliability, cost of service and account management. I think Tracfone really prides itself in offering quality and value for money to the customer.

  3. Ouch! Those graphs certainly don’t paint a pretty picture of the wireless industry. Average rating of ‘poor’ with the best being barely ‘Okay’. Well kudos to tracfone and sprint for being okay. I’ve had a tracfone myself (as a second phone) for ages and they DO work well when you need them even if it’s not the best solution to heavy calling needs.

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