Category: Technology, Media & TelecomUnited States

Digital Channels Improve Wireless Customer Care Experience, JD Power Finds

2024-01-30

jillian.breska

TROY, Mich.: 1 Feb. 2024 — Overall wireless customer care satisfaction has increased thanks to a boost in satisfaction with digital channels, according to the JD Power 2024 U.S. Wireless Customer Care Study^SM—Volume 1, released today. Specifically, satisfaction with digital channels increased 15 points (on a 1,000-point scale), as customers who utilized the website or mobile app indicate it required less effort to get their issues resolved.

“Most major wireless carriers received a boost in overall satisfaction due to their strong digital customer experience performance,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “With the increase of first contact problem resolution and a decrease in effort spent to resolve any issue, this optimization has created a positive effect on customer experience and loyalty in the industry.”

Study Rankings

T-Mobile ranks highest in the mobile network operators segment with a score of 834 for the 13^th consecutive volume.

Spectrum Mobile ranks highest in the full-service mobile virtual network operators segment with a score of 847, followed by Cricket (842) and Metro by T-Mobile (840).

Consumer Cellular ranks highest in the value mobile virtual network operators segment for the 16^th consecutive volume with a score of 863, followed by Mint Mobile (844), and Google Fi Wireless (839).

The 2024 U.S. Wireless Customer Care Study—Volume 1 is based on responses from 17,428 customers who contacted their carrier’s customer care department within the past three months.  The studies evaluate customer care experiences across three factors: store service; phone service; and digital service. The studies were fielded from July through December 2023.

For more information about the U.S. Wireless Customer Care Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-performance-study

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Generation Z Customers Use Phones More and Experience More Network Problems, JD Power Finds

2024-01-18

jillian.breska

TROY, Mich.: 18 Jan. 2024 — While younger wireless customers typically have higher phone usage than older customers, they also experience more network problems, according to the JD Power 2024 U.S. Wireless Network Quality Performance Study^SM—Volume 1, released today. Specifically, Gen Z¹ customers use their phones more than 300 minutes per day on average, while Pre-Boomers use their phones an average of 58 minutes per day. Problems per 100 uses (PP100) among Pre-Boomers and Boomers average 5 PP100 and 7 PP100, respectively, while Gen X (10 PP100), Gen Y (12 PP100) and Gen Z (15 PP100) have noticeably more problems.

“Younger generations, particularly Gen Z, are very demanding of their wireless networks,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “Not only do they heavily rely on their devices, but they also stream and game at higher rates than older generations and have less tolerance for data-related issues. As wireless users get younger, network speed and reliability must remain at the forefront for providers to retain and attract customers.” 

Study Rankings

AT&T and Verizon Wireless rank highest in a tie in the Mid-Atlantic and North Central regions, each with 9 PP100.

Verizon Wireless ranks highest in the Northeast region with 8 PP100.

T-Mobile and Verizon Wireless rank highest in a tie in the Southeast region, each with 9 PP100.

Verizon Wireless ranks highest in the Southwest region with 10 PP100 and ranks highest in the West region with 10 PP100.

The 2024 U.S. Wireless Network Quality Performance Study—Volume 1 is based on responses from 26,725  wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from July through December 2023.

For more information about the U.S. Wireless Network Quality Performance Study, visit https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004). Millennials (1982-1994) are a subset of Gen Y.

 

Customer Satisfaction with Wireless Internet Higher than Wired and Satellite, JD Power Finds

2023-10-11

jillian.breska

TROY, Mich.: 12 Oct. 2023 — Overall satisfaction among wireless internet customers (5G or 4G LTE home internet) averages 748 (on a 1,000-point scale), while overall satisfaction among wired (fiber and cable) and satellite internet customers averages notably lower (712 and 577, respectively) according to the JD Power 2023 U.S. Residential Internet Service Provider Satisfaction Study,SM released today. These differences are primarily driven by gaps in satisfaction with cost of internet service, with cost satisfaction among wireless customers averaging more than 90 points above those of wired customers and nearly 190 points above those of satellite internet customers.

With an average monthly cost at $79, satisfaction with cost of service is significantly higher among wireless customers than wired customers, who have an average cost of $72, suggesting that cost alone is not the only determinant of satisfaction.  

“Wireless internet has higher customer satisfaction in each factor of the study,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “Wireless companies have done an admirable job of conveying the value of their wireless internet service which may explain higher satisfaction among wireless customers, even though they report higher monthly rates. These companies have advertised the benefits of their services, such as greater convenience, speed and bandwidth—and have backed up these claims, as seen in their customers’ actual experience. Satellite and wired providers may continue to face increasing competition from this sector and will need to both communicate and deliver on the value and quality of their service to remain competitive.”

Study Rankings

Verizon ranks highest in the East region for an 11^th consecutive year, with a score of 760.

AT&T ranks highest in the North Central region with a score of 726, followed by CenturyLink (709) and Xfinity (707).

Google Fiber ranks highest in the South region with a score of 839. AT&T ranks second (753) and Frontier Communications (738) ranks third.

AT&T ranks highest in the West region with a score of 732, followed by Frontier Communications (716) and Xfinity (712).

The 2023 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 23,623 customers that currently have internet service with a provider included in the study. The study measures overall satisfaction with internet service providers based on five factors: performance and reliability; cost of service; communications and promotions; billing and payment; and customer care. The study was fielded from October 2022 through August 2023.

For more information about the U.S. Residential Internet Service Provider Satisfaction Study, visit https://www.jdpower.com/business/tmt/us-residential-internet-service-provider-customer-satisfaction-study

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Quick Problem Resolution Boosts Satisfaction for Medium Business and Large Enterprise Wireless Customers, JD Power Finds

2023-10-04

jillian.breska

TROY, Mich.: 5 Oct. 2023 — Overall satisfaction among business wireless customers has increased for a fourth consecutive year to 876 (on a 1,000-point scale), an increase of nine points from 2022, according to the JD Power 2023 U.S. Business Wireless Satisfaction Study,^SM released today. Additionally, the study reveals that medium business and large enterprise customers have reached a new high of overall satisfaction with their wireless providers, which is attributed to improvements in wireless performance and reliability, customer support and billing practices.

“Medium and large businesses are not only experiencing fewer problems with their wireless providers but when they do, they are tending to be resolved on the first contact,” said Carl Lepper, director of technology, media & telecom at JD Power. “Fewer problems and an increase in first contact resolution are leading to strong brand loyalty, as nearly half of these businesses indicate they will not be switching providers in the next 12 months. Looking ahead, continuing focus on customer support and high network quality will drive overall satisfaction higher.”

Study Rankings

AT&T ranks highest in the large enterprise segment for a third consecutive year, with a score of 898.

T-Mobile ranks highest in the medium business segment with a score of 888. AT&T (882) ranks second.

T-Mobile ranks highest in the small business segment with a score of 842. AT&T (829) ranks second.

The 2023 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors: performance and reliability; customer service; sales representatives and account executives; billing; cost of service; and offerings and promotions. Overall satisfaction is measured in three key segments: large enterprise (500 or more employees); medium business (20-499 employees); and small business (1-19 employees).

The study is based on responses from 2,720 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in June-July 2023.

For more information about the U.S. Business Wireless Satisfaction Study visit https://www.jdpower.com/business/resource/us-business-wireless-customer-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Customer Loyalty among Live TV Streamers Much Stronger than Cable and Satellite Customers, JD Power Finds

2023-09-25

jillian.breska

TROY, Mich.: 28 Sept. 2023 — The likelihood of live TV streaming customers switching services in the next year is just 12%, while the likelihood of cable and satellite customers switching is 21%, according to the JD Power 2023 U.S. Television Service Provider Satisfaction Study,^SM released today. Customer satisfaction for live TV streaming is higher across all seven factors in the study.

Most notably satisfaction with cost of service, which is 156 points higher (on a 1,000-point scale) among live TV customers than among cable and satellite customers, given the cost for live TV streaming averages $69 per month vs. $113 per month for cable and satellite.

“Although the cost of running a cable or satellite providing company is innately more expensive given the engineering and execution of such a service, it is hard to ignore the vast difference in cost between them and the live TV streaming companies,” said Carl Lepper, senior director of technology, media and telecom intelligence at JD Power. “Despite the varying cost, streaming is succeeding in all areas, especially customer care. Of the mere 30% of all streaming customers contacting customer service this year, 84% feel that it was somewhat or very easy to resolve their problem. This is key to not only maintaining their current customer base, but also for continued growth.”

Study Rankings

DISH ranks highest in the cable/satellite TV–national segment for a sixth consecutive year, with a score of 709. DIRECTV (705) ranks second.

Verizon Fios ranks highest in the cable/satellite TV–east region with a score of 746 for a second consecutive year. DIRECTV (702) ranks second and DISH (699) ranks third.

DISH ranks highest in the cable/satellite TV–north central region with a score of 699. Cox Communications ranks second with a score of 694 and Xfinity ranks third with a score of 689.

DISH ranks highest in the cable/satellite TV–south region with a score of 725. Xfinity ranks second (724) and Spectrum ranks third (723).

DIRECTV ranks highest in the cable/satellite TV– west region with a score of 704. DISH ranks second (697) and Spectrum ranks third (696).

YouTube TV ranks highest in the live TV streaming segment with a score of 795. Hulu + Live TV (785) ranks second.

The JD Power U.S. Television Service Provider Satisfaction Study^SM is designed to provide a detailed assessment of customer perceptions of service with their current television provider. The study measures Overall Satisfaction with television service providers based on seven factors: performance and reliability; cost of service; programming; communications and promotions; billing and payment; features and functionality; and customer care. To be included in the national cable/satellite TV ranking, brands must be ranked in all four geographic regions. The study is based on responses from 23,584 customers and was fielded from October 2022 through August 2023.

For more information about the U.S. Television Service Provider Satisfaction Study, visit https://www.jdpower.com/business/tmt/us-residential-television-customer-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Wireless Retail Experience Study Reveals Opportunities for Retailers to Increase Customer Satisfaction, JD Power Finds

2023-08-03

jillian.breska

TROY, Mich.: 10 Aug. 2023 — When it comes to the retail experience, customer satisfaction is lowest when purchasing a new phone compared with all other retail interactions, according to the JD Power 2023 U.S. Wireless Retail Experience Study^SM—Volume 2, released today. Formerly known as the Wireless Purchase Experience Studies, the study reveals that low satisfaction can be attributed to a general lack of information provided in-store—where most device purchases take place. Customers purchasing a device were less likely to have had a representative explain the latest network technology; explain their bill contents; provide literature; or review the latest offers and promotions.

“The in-store wireless purchase experience provides the customer with the hands-on experience they are looking for before purchasing their devices or other products,” said Ian Greenblatt, managing director at JD Power. “Wireless retailers that focus on the holistic approach and prioritize this experience—therefore adding value—will have an advantage over their competition.”

Study Rankings

T-Mobile ranks highest among mobile network operators for a 12^th consecutive volume, with a score of 842.

Cricket ranks highest among full-service mobile virtual network operators for a fourth consecutive volume, with a score of 856. Metro by T-Mobile (853) ranks second.

Consumer Cellular ranks highest among value mobile virtual network operators with a score of 894. Mint Mobile (877) ranks second and Google Fi Wireless (865) ranks third.

The 2023 U.S. Wireless Retail Experience Study—Volume 2 is based on responses from 12,478 customers who use any one of three purchase channels and evaluate the wireless retail experience taking place via: phone calls; visits to a carrier store; or digital channels (including the carrier website and the carrier’s mobile app). Overall retail experience satisfaction with both mobile network operators and mobile virtual network operators is measured in two factors: cost and promotions and purchase process. The study was fielded from January through June 2023.

For more information about the U.S. Wireless Retail Experience Studies, visit https://www.jdpower.com/business/tmt/us-wireless-retail-experience-performance-study

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

Wireless Customers Have Highest Satisfaction with In-Store Care, JD Power Finds

2023-07-24

jillian.breska

TROY, Mich.: 27 July 2023 — Although heading into a wireless store is one of the less-traveled paths for wireless customer problem resolution, nothing matches the overall customer satisfaction and experience that in-store representatives can provide, according to the JD Power 2023 U.S. Wireless Customer Care Study^SM—Volume 2, released today.

“Face-to-face customer care brings a level of connection that other channels cannot bring,” said Ian Greenblatt, managing director of technology, media & telecom at JD Power. “Within other channels, customers may be dealing with a bot or an overseas call center. In a world where the use of applications is high, those chats and bots provide both speed and economy, the in-person service provides a more complete understanding of a customer’s needs and wants and, ultimately, higher satisfaction is achieved when resolving wireless issues.”

Study Rankings

T-Mobile ranks highest in the mobile network operators segment for a 12^th consecutive volume, with a score of 827.

Metro by T-Mobile ranks highest in the full-service mobile virtual network operators segment with a score of 840, followed by Spectrum Mobile (829) and Cricket (822).

Consumer Cellular ranks highest in the value mobile virtual network operators segment for a 15^th consecutive volume, with a score of 878. Mint Mobile (828) ranks second and Google Fi Wireless (815) ranks third.

The 2023 U.S. Wireless Customer Care Study—Volume 2 is based on responses from 16,163 customers who contacted their carrier’s customer care department within the past three months.  The studies evaluate customer care experiences across 3 factors: store service; phone service; and digital service. The studies were fielded from January through June 2023.

For more information about the U.S. Wireless Customer Care Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-performance-study

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Business Wireline Customer Satisfaction Increases—But for Different Reasons, JD Power Finds

2023-06-28

jillian.breska

TROY, Mich.: 6 July 2023 — From small business to large enterprise, each business wireline segment has different needs from their provider and those needs are increasingly being met, according to the JD Power 2023 U.S. Business Wireline Satisfaction Study,SM released today. Overall satisfaction has increased across all three segments: small business (+30 on a 1,000-point scale), medium business (+14) and large enterprise (+13).

“Business wireline providers have shown they can be nimble and cater to each business segment’s needs,” said Ian Greenblatt, managing director at JD Power. “Specifically, we see that small business customers quickly want to be informed of outages, why they were caused and that their provider is on top of it. Medium business customers need efficiency, specifically with access to bill pay on mobile apps and customer service contact. Large enterprise customers are receiving provider communications in their preferred format and although they say receiving fewer communications this year than last, they are just as likely to say the frequency as ‘just right.’ Business customer service cannot be a one-size-fits-all approach; flexibility and resiliency is key to continuing an increase in satisfaction.”

Study Results

In the large enterprise segment, AT&T ranks highest for a sixth consecutive year, with a score of 886. Verizon (880) ranks second.

In the medium business segment, AT&T ranks highest with a score of 861. Verizon (860) ranks second.

In the small business segment, Verizon ranks highest for a fifth consecutive year with a score of 828. AT&T (813) ranks second.

The 2023 U.S. Business Wireline Satisfaction Study is based on responses from 5,141 business customers of data and voice services. The study evaluates business wireline experiences across six factors: performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. The large enterprise segment includes businesses with 500 or more employees; the medium business segment includes businesses with 20 to 499 employees; and the small business segment includes businesses with less than 20 employees. The study was fielded from March through May 2023.

For more information about the U.S. Business Wireline Satisfaction Study, visit https://www.jdpower.com/business/resource/us-business-wireline-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Verizon Reclaims Top Position in Nationwide Wireless Network Quality in JD Power Study

2023-07-11

jillian.breska

TROY, Mich.: 13 July 2023 — As wireless customers increasingly rely on their mobile devices as their primary means of communication, call quality and reliability have become the most critical drivers of customer satisfaction with network quality. According to the JD Power 2023 U.S. Wireless Network Quality Performance Study^SM—Volume 2, released today, Verizon has swept the nation when it comes to delivering on that demand, with fewer reported calling and network quality problems than any other carrier.

“The performance of wireless network operators has set expectations high,” said Ian Greenblatt, managing director of technology, media & telecom at JD Power. “Today’s wireless customers expect their phones to work perfectly every time. Carriers increasingly fulfill those expectations of network quality and reliability, so call-related problems, dropped calls and bad connections are that much more frustrating to customers, and those problems substantially affect satisfaction.”

Study Results

Verizon Wireless ranks highest in all six regions evaluated in the study, achieving the fewest network quality problems per 100 connections (PP100) in call quality; messaging quality; and data quality in the Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West regions.

The 2023 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 26,215 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from January through June 2023.

For more information about the U.S. Wireless Network Quality Performance Study, visit
https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Wireless Customers More Price Driven; Overall Satisfaction with Purchase Experience Increases,
JD Power Finds

2023-02-15

TROY, Mich.: 16 Feb. 2023 — Wireless purchase experience satisfaction is up across all channels, most notably with cost and promotions, according to the JD Power 2023 U.S. Wireless Purchase Experience StudiesSM—Volume 1, released today. Overall satisfaction is 780 (on a 1,000-point scale), up from 769 in the previous volume. Satisfaction for cost and promotions is up 13 points from the previous volume (733) with the average monthly price being $157.

“It is no secret that pricing is important to customers, but when more than half of wireless customers indicate they ended service with previous carrier due to price, we see that clear, value-priced offerings are well regarded,” said Ian Greenblatt, managing director at JD Power. “Companies like Mint Mobile, a new brand in an established industry, have pushed to the top of the rankings with creative price-driven marketing. They are not just pulling in new customers from their competitors but are also keeping them satisfied by focusing on transparent and reduced pricing.”

Study Rankings

T-Mobile ranks highest among mobile network operators with a score of 803 for the 11^th consecutive volume.

Cricket ranks highest among mobile virtual network operators with a score of 821 for the third consecutive volume. Metro by T-Mobile (818) ranks second.

Mint Mobile ranks highest among value mobile virtual network operators in its inaugural year of eligibility with a score of 862. Consumer Cellular (857) ranks second.

The 2023 U.S. Wireless Purchase Experience Mobile Network Operator Performance Study—Volume 1 and the U.S. Wireless Purchase Experience Mobile Virtual Network Operator Performance Study—Volume 1 are based on responses from 14,519 customers who use any one of four purchase channels and evaluate the wireless purchase experience taking place via: phone calls; visits to a carrier store; the carrier website; or the carrier’s mobile app. Overall purchase experience satisfaction with both mobile network operators and mobile virtual network operators is measured in two factors: cost and promotions and purchase process. The studies were fielded from July through December 2022.

For more information about the U.S. Wireless Purchase Experience Studies, visit https://www.jdpower.com/business/tmt/us-wireless-purchase-experience-performance-studies

About JD Power

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info