We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.
TracFone continues its reign as the highest-rated wireless carrier for the fourth year in a row, earning a rating of 67% and placing 119th overall out of 268 companies across 19 industries. At the other end of the spectrum, US Cellular plunged down the ratings this year, descending from the middle of the pack in 2013 to the lowest-rated wireless carrier in 2014. US Cellular ultimately landed in 251st place overall with a 46% rating.
- The ratings of all wireless carriers in the 2014 Temkin Experience Ratings are as follows: TracFone (67%), Virgin Mobile (64%), AT&T (64%), T-Mobile (64%), Verizon Wireless (63%), MetroPCS (58%), Sprint (57%), and US Cellular (46%).
- T-Mobile (+8 points), AT&T (+5 points), and Virgin Mobile (+3 points) improved their ratings the most between 2013 and 2014.
- US Cellular (-14 points), MetroPCS (-2 points), and Sprint (-1 point) were the only wireless carriers whose ratings declined between 2013 and 2014.
- Overall, the wireless industry averaged a 62% rating in the 2014 Temkin Experience Ratings and tied for 11th place out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 2.5 percentage points
Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:
To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings website