Tenured Wireless Customers Experience Greater Satisfaction with Cost and Promotions, J.D. Power Finds
August 15 2024 - 7:00AM
Business Wire
T-Mobile, Metro by T-Mobile and Visible by
Verizon Rank Highest in Respective Segments
Wireless customers who have been with their brand for more than
a year are experiencing higher satisfaction levels when it comes to
cost and promotions, according to the J.D. Power 2024 U.S. Wireless
Retail Experience StudySM—Volume 2, released today. These customers
find their plans more affordable, offer better value and are easier
to understand during the purchase experience. As a result, retail
cost and promotion satisfaction have surged 24 points (on a
1,000-point scale) from a year ago.
"In the past, wireless providers often experienced lower
customer satisfaction when promotional periods ended, leading to
higher service costs,” said Carl Lepper, senior director of
technology, media and telecom at J.D. Power. “However, we are
now seeing many wireless brands addressing this issue, with a
particular focus on managing costs and improving the overall
customer experience."
Study Rankings
T-Mobile ranks highest among mobile network operators for
a 14th consecutive volume, with a score of 843. AT&T
ranks second with a score of 829.
Metro by T-Mobile ranks highest among full-service mobile
virtual network operators for a second consecutive volume, with a
score of 859. Cricket (857) ranks second and Boost
Mobile (851) ranks third.
Visible by Verizon ranks highest among value mobile
virtual network operators with a score of 888. Consumer
Cellular (881) ranks second and Mint Mobile (865) ranks
third.
See the rank charts for each segment at
http://www.jdpower.com/pr-id/2024084.
The 2024 U.S. Wireless Retail Experience Study—Volume 2 is based
on responses from 15,053 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 2024.
For more information about the U.S. Wireless Retail Experience
Studies, visit
https://www.jdpower.com/business/tmt/us-wireless-purchase-experience-performance-studies
About J.D. Power
J.D. 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, J.D. Power has been
delivering incisive industry intelligence on customer interactions
with brands and products for more than 55 years. The world's
leading businesses across major industries rely on J.D. Power to
guide their customer-facing strategies.
J.D. Power has offices in North America, Europe, and Asia
Pacific. To learn more about the company's business offerings,
visit JDPower.com/business. The J.D. Power auto-shopping tool can
be found at JDPower.com.
About J.D. Power and Advertising/Promotional Rules
www.jdpower.com/business/about-us/press-release-info
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Media Relations Contacts Geno Effler, J.D. Power; West Coast;
714-621-6224; media.relations@jdpa.com John Roderick; East Coast;
631-584-2200; john@jroderick.com