Sprint and its no-contract brand Boost Mobile receive the highest rankings
in J.D. Power and Associates Wireless Purchase Experience
Sprint ranks highest for fourth consecutive period among full-service carriers
Boost Mobile ranks highest among non-contract carriers
OVERLAND PARK, Kan. -- February 21, 2013
Sprint (NYSE: S) and its no-contract brand Boost Mobile continue to solidify
their positions as leaders in customer satisfaction by receiving the highest
honors from J.D. Power and Associates, most recently in the 2013 U.S.
Full-Service and Non-Contract Wireless Purchase Experience Study^SM, Volume 1.
Sprint today received its fourth consecutive highest ranking among
Full-Service Wireless Providers, while Boost Mobile received the highest
ranking for Non-Contract Providers for the third time in the last four study
releases, making it Boost’s fifth J.D. Power and Associates award overall. The
Wireless Purchase Experience Study evaluates the wireless purchase experience
of customers using any one of three contact channels: phone calls with sales
representatives; visits to a retail wireless store; and transactions on the
Overall customer satisfaction with both full-service and non-contract branded
carriers is based on six factors (in order of importance): store sales
representative; website; phone sales representative; store facility; offerings
and promotions; and cost of service.
*Sprint ranked highest in Overall Purchase Experience Satisfaction with an
index score of 778 – significantly higher than the full service average of
*Sprint ranked highest in five of six factors including Store Sales
Representative, Website, Facility, Offerings and Promotions, and Cost of
*Sprint ranked significantly above the full service average in three of six
factors – Facility, Offerings and Promotions, and Cost of Service.
*Boost Mobile is the highest ranked non-contract carrier with an overall
Purchase Experience Satisfaction index score of 773, significantly above
the non-contract average of 755.
*Boost Mobile is the highest ranked in three of the six factors, including
the Website, Phone Sales Representatives, and Offerings and Promotions
Wireless Purchase Experience Study Results demonstrate Sprint’s sharpened
focus on retail experience improvements -- from improved service and repair
care to better merchandising and more accessory availability. Improvements to
the Ready Now program, for example, represent one way that Sprint is
concentrating on making the in-store wireless purchase process simpler for
customers. With Ready Now, Sprint retail associates work one-on-one with
customers to personalize their phones, set up all of its features, and
demonstrate how it works before they leave the store.
Among other purchase experience improvements, Sprint has:
*Improved integration of sales channels, giving customers a simpler path
from selecting their phones online to picking them up in store.
*Increased the number of in-store accessories and device add-ons to extend
the possibilities of Sprint devices for customers.
*Added more tools that better enable Sprint retail store employees to
ensure new customers understand the features of their device and how they
will be billed right at the point-of-sale.
*Improved in-store, full-service triage and repair to reduce the need to
send phones out for repair.
*Added solutions kiosks in stores to help customers – especially businesses
– find and develop customized solutions alongside expertly trained
consultants from Sprint.
“We are honored to be recognized by our postpaid and no-contract customers in
the J.D. Power and Associates study,” said Jaime Jones, Sprint senior vice
president-Consumer Sales. “This is the culmination of a lot of hard work by
our retail employees, Web sales teams, telesales group and many others in
Sprint’s Sales and Distribution organization. Our commitment all along has
been to deliver the best customer experience, the most complete portfolio of
products and merchandise, and Ready Now-type customer service from the most
talented, best-trained people in the business.”
Boost Mobile continues to grow as an industry leader, combining the
reliability of the Nationwide Sprint Network with a robust device portfolio,
all on unlimited service plans that reward customers with no contracts and
payments that shrink over time. Unique from the competition, for every six
on-time payments, the cost of Boost Mobile’s Monthly Unlimited plans shrink by
$5, up to $15 per month in total. Payments do not need to be consecutive to
qualify for the next saving milestone.
Among other purchase experience improvements, Boost Mobile has:
*Launched 10 new devices including the Samsung Galaxy S® II 4G and the
Kyocera Hydro, becoming the first no-contract waterproof smartphone
*Enhanced customers’ data experience with the launch of 4G (WiMAX) data and
Wi-Fi hotspot capabilities, delivering a data experience that keeps pace
with the continued growth in how customers are leveraging smartphones to
*Improved handset insurance by extending the sign up period to 30 days
after the point of purchase and provided customers with an open enrollment
period in 2012 for any Boost customer that may have missed the opportunity
to protect their investment
*Enhanced international service plans with reduced per minutes rates to
more than 200 destinations
*Provided a handset buyback program to offer service credits to new
customers for turning in their older handset, regardless of device type or
This industry customer survey confirms the overall customer satisfaction with
the Boost Mobile retail experience, device selection and service plans when
compared to other no contract carriers. Boost Mobile has ranked highest in
J.D. Power studies including Non-Contract Wireless Purchase Experience Study
(2012 Volume 1), Customer Care Performance and Purchase Experience (2011
Volume 2) among non-contract customers, and Non-Contract Customer Satisfaction
About J.D. Power and Associates
With headquarters in Westlake Village, Calif., J.D. Power and Associates is a
global marketing information services company providing 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
About Sprint Nextel
Sprint Nextel offers a comprehensive range of wireless and wireline
communications services bringing the freedom of mobility to consumers,
businesses and government users. Sprint Nextel served more than 55 million
customers at the end of 2012 and is widely recognized for developing,
engineering and deploying innovative technologies, including the first
wireless 4G service from a national carrier in the United States; offering
industry-leading mobile data services, leading prepaid brands including Virgin
Mobile USA, Boost Mobile, and Assurance Wireless; instant national and
international push-to-talk capabilities; and a global Tier 1 Internet
backbone. The American Customer Satisfaction Index rated Sprint No. 1 among
all national carriers in customer satisfaction and most improved, across all
47 industries, during the last four years. Newsweek ranked Sprint No. 3 in
both its 2011 and 2012 Green Rankings, listing it as one of the nation’s
greenest companies, the highest of any telecommunications company. You can
learn more and visit Sprint at www.sprint.com or www.facebook.com/sprint and
About Boost Mobile
Boost Mobile, recently recognized by J.D. Power and Associates as “Highest
Satisfaction with the Purchase Experience among Non-Contract Wireless
Providers,” offers wireless phones and services with no long-term contracts
and. Boost Mobile redefines value for wireless consumers with its Monthly
Unlimited with Shrinking Payments no-contract service, where the longer you
stay the less you pay with on-time payments for unlimited voice, text
messaging, Web, email and calls to 411. Boost Mobile offers nationwide service
on the Nationwide Sprint Network, reaching more than 282 million people, with
no activation or long-distance fees. Boost Mobile offers a selection of
quality handsets from HTC, LG, Motorola, BlackBerry, Samsung, Kyocera and ZTE,
ranging from entry-level to Android™ smartphone devices available nationwide
at nearly 20,000 major retail stores, including Best Buy, RadioShack, Target,
Family Dollar, Walgreens and Walmart, Sprint retail stores, independent
wireless dealer locations, and on HSN, a leading TV home shopping network.
Re-Boost^® Cards are available at approximately 100,000 locations throughout
the United States. Experience Boost Mobile on the Web at Facebook and Twitter;
and purchase products at www.boostmobile.com.
Photos/Multimedia Gallery Available:
Mark Bonavia, 913-269-0436
Danielle Babbington, 949-748-3418
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