No-contract wireless reseller TracFone Wireless came out on top of a new customer experience survey by the Temkin Group, with the operator besting all of its wireless rivals for the fourth year in a row.
According to the “2014 Temkin Experience Ratings,” TracFone earned a rating of 67%, which was No. 119 of the 268 companies across 19 industries included in the survey of 10,000 U.S. consumers, but enough to top the wireless segment. TracFone offers wireless services through its own brand and Net10 offering as well as through partnerships as with Walmart Stores through the Straight Talk brand.
The Temkin Group said its survey asks consumers to evaluate their experiences with a company across three dimensions: functional (can you do what you want to do?); accessible (how easy is it to work with the company?); and emotional (how do you feel about the interactions?). In tabulating the rankings, a 70% score is considered “good” and a score of 80% or above is considered “excellent.”
Sprint’s Virgin Mobile no-contract brand, AT&T and T-Mobile US were tied for No. 2 among wireless brands in the survey at 64%, followed by Verizon Wireless at 63%, T-Mobile US’ MetroPCS brand at 58%, Sprint at 57% and U.S. Cellular at 46%. Temkin noted that T-Mobile US made the biggest year-over-year gains moving up 8%, while U.S. Cellular witnessed the biggest drop falling 14%.
Overall, the wireless industry scored a 62% rating in the survey, placing it in No. 11 position among the 19 industries covered. The other industries included in the rankings are airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms and TV service providers.
Bored? Why not follow me on Twitter
