US Cellular Earns Top Customer Experience Ratings for Wireless Carriers, According to Temkin Group
Seventh Annual Temkin Experience Ratings Evaluates 331 Companies Across 20 Industries
WABAN, Mass., March, 28 2017 /PRNewswire/ -- US Cellular delivers the best customer experience in the wireless industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
US Cellular took the top spot out of the nine wireless carriers included in this year's ratings, earning a score of 71% and coming in 137th place overall out of 331 companies across 20 industries. TracFone and Verizon Wireless tied for second place, each earning a score of 67% and an overall rank of 206th.
The ratings of all wireless carriers in the 2017 Temkin Experience Ratings are as follows:
- US Cellular: 71%
- TracFone: 67%
- Verizon Wireless: 67%
- AT&T: 66%
- T-Mobile: 66%
- Cricket Wireless: 65%
- Virgin Mobile: 63%
- MetroPCS: 62%
- Sprint: 60%
"Congratulations to US Cellular for earning the only good customer experience rating amongst a group of wireless carriers that deliver mediocre customer experience," states Bruce Temkin, managing partner of Temkin Group.
Overall, the wireless industry averaged a 65% rating in the 2017 Temkin Experience Ratings and tied for 16th place out of 20 industries. The average rating of the industry improved by eight percentage-points between 2016 and 2017, going from 57.6% to 65.5%.
Of the seven wireless carriers included in the Ratings both last year and this year, six improved their score. AT&T and T-Mobile improved the most, each gaining 10 points, while MetroPCS' score declined by two points.
Now in its seventh year of publication, the 2017 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 331 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent," while a score below 60% is considered "poor."
The 2017 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report, "2017 Temkin Experience Ratings," is available for download at the Customer Experience Matters® blog (ExperienceMatters.blog) and at the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is a leading customer experience research, consulting, and training firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email to [email protected].
*Customer Experience Matters is a registered trademark of Temkin Group.
SOURCE Temkin Group
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