J.D. Power and Associates Reports: Satisfaction with Wireless Carriers'
Customer Care Is Higher among Customers with Mobile Shared Plans than among
Those with Traditional Individual Service Offerings
Verizon Wireless Ranks Highest in Wireless Customer Care Performance among
Full-Service Carriers, While MetroPCS Ranks Highest among Non-Contract
WESTLAKE VILLAGE, Calif., Feb. 7, 2013
WESTLAKE VILLAGE, Calif., Feb. 7, 2013 /PRNewswire/ --Satisfaction with a
carrier's customer care service is higher among wireless customers subscribing
to data-sharing service plans(1) than it is among those subscribing to more
traditional service and data plans, according to the J.D. Power and Associates
2013 U.S. Wireless Customer Care Full-Service Performance Study^SM—Volume 1
and the 2013 U.S. Wireless Customer Care Non-Contract Performance
Study^SM—Volume 1, both released today.
Now in their 11th year, these semiannual studies offer a detailed report card
on how well wireless carriers provide customer service via three contact
channels: telephone; walk-in (retail store); and online. The studies measure
satisfaction and processing issues in each contact method, such as the
efficiency of problem resolution processes and the duration of hold times.
Overall satisfaction among full-service customers who currently subscribe to a
mobile share data plan is 778 (on a 1,000-point scale), compared with 750
among those who subscribe to a more traditional service and data plan. While
satisfaction levels among mobile share plan customers are higher across most
of the customer service contact channels, the largest gap in satisfaction
between shared data customers and non-share plan customers is in the customer
service representative-only channel (826 vs. 771, respectively). Specifically
within this channel, knowledge of the service representative (8.3 vs. 7.8,
respectively, on a 10-point scale) and timeliness of resolving issues (8.1 vs.
7.3, respectively) are the two areas that drive higher satisfaction
performance among share data plan customers.
"The higher levels of satisfaction with shared data plans are partially due to
the profile of its customers, particularly the early adopters who changed
service offerings once the mobile data share plans were offered," said Kirk
Parsons, senior director of wireless services at J.D. Power and Associates.
"For example, not only are customers with shared data plans more loyal than
those without a shared data plan, but they also have a more positive
perception of their carrier, in addition to spending approximately $30 more
per household overall."
The study finds that full-service customers with mobile data sharing plans
have contacted their wireless carrier more often during the past six months
than did those with non-data share plans (51% vs. 42%, respectively); however,
full-service customers with a mobile data share plan have also spent an
average of nearly one minute more on hold waiting to speak with a service
representative, compared with non-data sharing plan customers (5.8 minutes vs.
5 minutes, respectively).
"It's not unexpected that customers who change or upgrade to these new mobile
data share plans would initially be more likely to contact their carrier with
questions or problems, particularly concerning how these service plans may
potentially alter usage habits," said Parsons. "It is important to understand
that with any major service change, the need for simplicity is paramount.
Additional investment is needed in support services to not only handle the
increase in the number of customer interactions, but also provide service
representatives with the necessary training and information across all contact
channels to offer a timely and superior service experience."
For the fourth consecutive reporting period, Verizon Wireless ranks highest in
wireless customer care satisfaction among full-service carriers, with an
overall score of 766. Verizon Wireless performs particularly well in telephone
contacts that originate in the automatic response system (ARS) channel and are
then transferred to a live customer service representative (CSR), and in
telephone calls made directly to a CSR.
MetroPCS ranks highest in overall wireless customer care satisfaction among
non-contract carriers, with an overall score of 733. MetroPCS performs
particularly well in telephone calls made directly to a CSR.
The 2013 Wireless Customer Care Full-Service Performance Study—Volume 1 is
based on responses from 7,332 wireless customers. The 2013 Wireless Customer
Care Non-Contract Performance Study—Volume 1 is based on responses from 3,131
wireless customers. Both studies are based on the experiences of current
customers who contacted their carrier's customer care department within the
past six months. The study was fielded from July through December 2012.
Full-Service Overall Customer Care Index Rankings
(Based on a 1,000-point scale)
JDPower.com Power Circle Ratings™
Verizon Wireless 766 5
AT&T 759 3
Full-Service Average 755 3
Sprint Nextel 746 3
T-Mobile 715 2
Non-Contract Overall Customer Care Index Rankings
(Based on a 1,000-point scale)
JDPower.com Power Circle Ratings™
MetroPCS 733 5
Virgin Mobile 729 5
TracFone 700 3
Non-Contract Average 698 3
Boost Mobile 695 3
Straight Talk 685 3
Cricket 671 2
Net10 633 2
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a
global marketing information services company providing forecasting,
performance improvement, social media and customer satisfaction insights and
solutions. The company's quality and satisfaction measurements are based on
responses from millions of consumers annually. For more information on car
reviews and ratings, car insurance, health insurance, cell phone ratings, and
more, please visit JDPower.com. J.D. Power and Associates is a business unit
of The McGraw-Hill Companies.
About The McGraw-Hill Companies
The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education
company, signed an agreement to sell its McGraw-Hill Education business to
investment funds affiliated with Apollo Global Management, LLC in November
2012. Following the sale closing, expected in early 2013, the Company will be
renamed McGraw Hill Financial (subject to shareholder approval) and will be a
powerhouse in benchmarks, content and analytics for the global capital and
commodity markets. The Company's leading brands will include: Standard &
Poor's, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, J.D. Power and
Associates, McGraw-Hill Construction and Aviation Week. The Company will have
approximately 17,000 employees in more than 30 countries. Additional
information is available at www.mcgraw-hill.com.
J.D. Power and Associates Media Contacts:
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Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103;
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release without the express prior written consent of J.D. Power and
(1)Data-sharing service plans offer varying volumes of data for multiple
devices as well as unlimited voice and text.
SOURCE J.D. Power and Associates
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