2012 U.S. Full-Service Wireless Purchase Experience & Wireless Non-Contract Purchase Experience Study?Volume 2 Results
Overall customer satisfaction with their wireless purchase experience has increased, according to the recently released J.D. Power and Associates 2012 US Full-Service Wireless Purchase Experience StudySM--Volume 2 and the 2012 US Wireless Non-Contract Purchase Experience StudySM--Volume 2. These semiannual studies, both now in their ninth year, measure customer satisfaction with store sales representative; website; phone sales representative; store facility; offerings and promotions; and cost of service.
Overall satisfaction with their purchase experience among full-service wireless customers who conducted a recent retail store transaction has increased to 774 points (on a 1,000-point scale), compared with 754 points in the 2011 Vol. 2 study. Among these customers, total transaction times have decreased by nearly a full minute from 2011 Vol. 2. Moreover, satisfaction among full-service customers who purchase via a retail store is higher, particularly regarding the timeliness of completing the transaction. More than one-third (39%) of full-service wireless customers who completed their transactions at a retail store say they "definitely will" revisit the same store, compared with 35% in the 2011 Vol. 2.
For a third consecutive time, Sprint Nextel ranks highest in overall customer purchase experience satisfaction among major full-service wireless carriers, with a score of 775 points. TracFone (763) ranks highest in overall customer purchase experience satisfaction among non-contract service carriers.
The study finds that 64% of full-service customers and 63% of non-contract customers made their purchases in a retail store. Fully 25% of non-contract customers indicate making their purchase online, compared with 18% of full-service customers. In contrast, 12% of non-contract customers and 18% of full-service customers indicate making their purchase via phone.
Among retail store customers, satisfaction averages 760 points when they buy at a store not owned by a full-service wireless carrier, compared with 742 points at a carrier-branded store.
The 2012 Wireless Full-Service Purchase Experience Study--Volume 2 is based on responses from 8,047 wireless customers. The 2012 Wireless Non-Contract Purchase Experience Study--Volume 2 is based on responses from 3,644 wireless customers. Both studies were fielded from January through June 2012.
Overall satisfaction with their purchase experience among full-service wireless customers who conducted a recent retail store transaction has increased to 774 points (on a 1,000-point scale), compared with 754 points in the 2011 Vol. 2 study. Among these customers, total transaction times have decreased by nearly a full minute from 2011 Vol. 2. Moreover, satisfaction among full-service customers who purchase via a retail store is higher, particularly regarding the timeliness of completing the transaction. More than one-third (39%) of full-service wireless customers who completed their transactions at a retail store say they "definitely will" revisit the same store, compared with 35% in the 2011 Vol. 2.
For a third consecutive time, Sprint Nextel ranks highest in overall customer purchase experience satisfaction among major full-service wireless carriers, with a score of 775 points. TracFone (763) ranks highest in overall customer purchase experience satisfaction among non-contract service carriers.
The study finds that 64% of full-service customers and 63% of non-contract customers made their purchases in a retail store. Fully 25% of non-contract customers indicate making their purchase online, compared with 18% of full-service customers. In contrast, 12% of non-contract customers and 18% of full-service customers indicate making their purchase via phone.
Among retail store customers, satisfaction averages 760 points when they buy at a store not owned by a full-service wireless carrier, compared with 742 points at a carrier-branded store.
The 2012 Wireless Full-Service Purchase Experience Study--Volume 2 is based on responses from 8,047 wireless customers. The 2012 Wireless Non-Contract Purchase Experience Study--Volume 2 is based on responses from 3,644 wireless customers. Both studies were fielded from January through June 2012.