Virgin Mobile Leads Wireless Carriers in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined.

Here are some highlights from the wireless carriers’ results:

  • Virgin Mobile earned the highest rating in the industry with a score of 67%, which put it in 128th place overall. Virgin Mobile has been steadily improving its ratings over the past five years. In 2011, it was the lowest-rated wireless carrier, with a score of 29%, in 2012 it increased its score to 59%, and then to 61% in 2013, 64% in 2014, and then this year, it became the top-rated wireless carrier, with 67%.
  • With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011. Sprint scored the furthest below the industry average for each of the three components: 8.7 percentage-points below the success average, 4.3 points below the effort average, and 5.5 points below the emotion average.
  • Of the eight wireless carriers that we looked at last year and this year, four of them increased their rating and four of them decreased their rating. U.S. Cellular (+16 points), Virgin Mobile (+3 points), MetroPCS (+2 points), and T-Mobile (+1 point) improved their scores, while TracFone (-4 points), AT&T (-4 points), Sprint (-2 points), and Verizon Wireless (-1 point) received lower scores in 2015 than in 2014.
  • U.S. Cellular experienced one of the most dramatic improvements in the Ratings, going up 16 percentage-points over the last year. This is following a 14-point decline between 2013 and 2014. In 2014, U.S. Cellular was the lowest-rated wireless carrier, with a rating of 46% and a rank of 264th out of 268 companies. This year it scored the industry average—62%—and placed 187th out of 293 companies.
  • U.S. Cellular increased each of its component scores more than any other wireless carrier, going up by 12 percentage-points for success, 16 points for effort, and an astounding 19 points for emotion.

1503_WirelessTxRoverview 1503_WirelessTxRcomponents1503_WirelessTxRchanges

Written by 

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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

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