As a whole, the wireless industry is improving its customer experience scores, but it still has a ways to go to even reach the levels that “good” sectors have, according to a new report from The Temkin Group.
According to the 2014 Temkin Experience ratings, which evaluates the responses of more than 10,000 customers about their experiences with companies across 19 industries, TracFone topped the wireless industry for the fourth year in a row. Overall, TracFone placed 119th out of the total 268 companies evaluated across all industries.
TracFone earned a rating of 67%, based on a matrix that asked consumers to evaluate their experiences with a company across three areas: function (can you do what you want to do), accessibility (how easy is the company to work with?) and emotion (how do these interactions make you feel?). Companies that had scores of 70% or higher were considered “good,” while those with scores of 80% or higher were “excellent.”
Overall, the wireless industry improved its scores, with the companies averaging a 62% rating (tying for 11th place among the 19 industries), an increase of 2.5% from the previous year’s survey.
Following TracFone in the Experience Ratings for wireless were: Virgin Mobile (64%), AT&T (64%), T-Mobile (64%), Verizon Wireless (64%), MetroPCS (58%), Sprint (57%) and US Cellular (46%). T-Mobile, AT&T and Virgin Mobile all saw their scores improve (by 8%, 5% and 3%, respectively), while US Cellular, MetroPCS and Sprint all saw their scores decline (by 14%, 2% and 1%, respectively.
"TracFone continues to set the standard for customer experience in the wireless industry," states Bruce Temkin, managing partner of Temkin Group, in a release. Temkin officials did not respond to inquiries for further comment.