Wireless Purchase Experience Customer Satisfaction Increases Across the Board, J.D. Power Finds
T-Mobile, Metro by T-Mobile and Consumer Cellular Rank Highest in Respective Segments
COSTA MESA, Calif.: 14 Feb. 2019 —Customer satisfaction has increased among all sales channels since last year, according to the J.D. Power 2019 U.S. Wireless Purchase Experience Full-Service Performance StudySM—Volume 1 and the J.D. Power 2019 U.S. Wireless Purchase Experience Non-Contract Performance StudySM—Volume 1. Specifically, the largest customer satisfaction improvement is with phone sales representatives.
“Wireless customers calling carriers’ sales representatives have purchase intent; having knowledgeable reps and decreased hold times has a real measurable effect on both satisfaction and sales made,” said Ian Greenblatt, Managing Director at J.D. Power. “If these companies can maintain a focus on customer care, satisfaction can only continue to improve.”
For full-service carriers, T-Mobile ranks highest with a score of 854 followed by AT&T (846).
For non-contract full-service carriers, Metro by T-Mobile ranks highest with a score of 857. Cricket (851) ranks second.
For non-contract value carriers, Consumer Cellular ranks highest with a score of 873.
Now in the 16th year of publication, the U.S. Wireless Purchase Experience Full-Service Performance Study and U.S. Wireless Purchase Experience Non-Contract Performance Study evaluate the wireless purchase experience of customers who use any one of three purchase channels: phone calls with sales representatives; visits to a retail wireless store; or online/website. Overall purchase experience satisfaction with both full-service and non-contract carriers is measured in six factors (in order of importance): store sales representative; website; phone sales representative; offerings and promotions; store facility; and cost of service. The studies were fielded from July through December 2018.
For more information about the U.S. Wireless Purchase Experience Full-Service Performance Study and the U.S. Wireless Purchase Experience Non-Contract Performance Study, visit
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]