Temkin Experience Ratings Industry Snapshot: Wireless

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Dish Network Earns Top Customer Experience (CX) Ratings for TV/Internet Service ProvidersCongratulations to MetroPCS for earning the top customer experience score in the wireless industry.

Of the nine wireless carriers included in this year’s Ratings, MetroPCS earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries. TracFone, T-Mobile, and Verizon all tied for second place, each receiving a score of 68% and placing 163rd overall.

Overall, the wireless industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry improved by 0.6 percentage-points between 2017 and 2018, going from 65.5% to 66.1%.

MetroPCS’s customer experience score improved the most over the previous year, gaining 11 percentage-points. US Cellular’s score, on the other hand, declined the most, dropping by six points.

You can download the free report or purchase the dataset.

Dish Network Earns Top Customer Experience (CX) Ratings for TV/Internet Service Providers Dish Network Earns Top Customer Experience (CX) Ratings for TV/Internet Service Providers


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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 leading-edge XM 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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