Welcome!

News Feed Item

J.D. Power Reports: Overall Satisfaction with the Wireless Purchase Experience Improves among Non-Carrier-Owned Retailers as Device Offerings and Price Promotions Become More Competitive

AT&T Ranks Highest in Wireless Purchase Experience Satisfaction among Full-Service Carriers; Boost Mobile Ranks Highest among Non-Contract Carriers

WESTLAKE VILLAGE, Calif., Feb. 20, 2014 /PRNewswire/ -- Improvements in the perceived value for the price paid for devices, as well as exceeding customer expectations in pricing and promotional offerings, contribute to an increase in customer satisfaction among wireless customers who complete a sales transaction via non-carrier-owned retail outlets, according to the J.D. Power 2014 Wireless Purchase Experience Full-Service StudySM—Volume 1 and the J.D. Power 2014 Wireless Purchase Experience Non-Contract StudySM—Volume 1, both released today. 

(Logo: http://photos.prnewswire.com/prnh/20130605/LA26502LOGO)

KEY FINDINGS

  • Overall purchase experience satisfaction among full-service wireless customers who visited non-carrier-owned stores, such as national retailers and authorized dealers, is 792 (on a 1,000-point scale), compared with 805 among those who visited carrier-owned branded stores.
  • The overall purchase experience index has improved by 52 points since 2011 among full-service wireless customers who shopped and purchased at a non-carrier-owned retail location.
  • Satisfaction in the cost of service and offerings and promotions factors increases the most since 2011 (73 and 58 points, respectively) among customers of non-carrier-owned stores. In fact, satisfaction in cost of service and offerings and promotions among these customers match or exceed satisfaction among customers of carrier-owned branded stores. 
  • With respect to the purchase experience attributes evaluated in the study, the largest increase in satisfaction is in variety of phone/devices offered, with a 77-point improvement over the same three-year period.
  • Company-owned branded stores still generate significantly higher purchase experience scores in the store sales representative channel vs. non-carrier-owned retail outlets (809 vs. 795, respectively).
  • A larger percentage of full-service wireless customers shop at non-carrier-owned stores for a new cellphone/device than at carrier-owned branded stores (24% vs. 19%, respectively).
  • The average total time customers spend completing a sales transaction in a full-service retail store is approximately 55 minutes—an increase of approximately two minutes from six months ago. In comparison, customers purchasing from non-contract carriers spend an average of 56 minutes in a retail store.

"It's encouraging to see general improvements in the purchase experience among non-carrier-owned stores. This segment has started to grow in popularity as the variety of devices for both contract and prepaid services is improving, and the very competitive price promotions offered have provided a viable alternative in shopping for wireless services," said Kirk Parsons, senior director of the telecommunications services practice at J.D. Power.

2014 Wireless Purchase Experience Full-Service Study –Volume 1

Overall Purchase Experience Index Ranking

J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)  

For Consumers

AT&T

806

5

Full-Service Average

798

3

Sprint Nextel

797

3

T-Mobile

796

3

Verizon Wireless

792

2

2014 Wireless Purchase Experience Non-Contract Study –Volume 1

Overall Purchase Experience Index Ranking

J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)

For Consumers

Boost Mobile

798

5

MetroPCS

788

4

Virgin Mobile

786

4

TracFone

783

3

Non-Contract Average

780

3

Cricket

767

2

Net10

761

2

Straight Talk

758

2

Power Circle Ratings Legend:
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

The 2014 Wireless Purchase Experience Full-Service Study—Volume 1 is based on responses from 8,525 wireless customers. The 2014 Wireless Purchase Experience Non-Contract Study—Volume 1 is based on responses from 4,648 wireless customers. The studies were fielded from July 2013 through December 2013.

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]
About J.D. Power and Advertising/Promotional Rules
www.jdpower.com/corporate
About McGraw Hill Financial
www.mhfi.com

 

SOURCE J.D. Power

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
"We build IoT infrastructure products - when you have to integrate different devices, different systems and cloud you have to build an application to do that but we eliminate the need to build an application. Our products can integrate any device, any system, any cloud regardless of protocol," explained Peter Jung, Chief Product Officer at Pulzze Systems, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor – all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Get deep visibility into the performance of your databases and expert advice for performance optimization and tuning. You can't get application performance without database performance. Give everyone on the team a comprehensive view of how every aspect of the system affects performance across SQL database operations, host server and OS, virtualization resources and storage I/O. Quickly find bottlenecks and troubleshoot complex problems.
Internet of @ThingsExpo has announced today that Chris Matthieu has been named tech chair of Internet of @ThingsExpo 2017 New York The 7th Internet of @ThingsExpo will take place on June 6-8, 2017, at the Javits Center in New York City, New York. Chris Matthieu is the co-founder and CTO of Octoblu, a revolutionary real-time IoT platform recently acquired by Citrix. Octoblu connects things, systems, people and clouds to a global mesh network allowing users to automate and control design flo...
"We are an all-flash array storage provider but our focus has been on VM-aware storage specifically for virtualized applications," stated Dhiraj Sehgal of Tintri in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Unless your company can spend a lot of money on new technology, re-engineering your environment and hiring a comprehensive cybersecurity team, you will most likely move to the cloud or seek external service partnerships. In his session at 18th Cloud Expo, Darren Guccione, CEO of Keeper Security, revealed what you need to know when it comes to encryption in the cloud.
"We're a cybersecurity firm that specializes in engineering security solutions both at the software and hardware level. Security cannot be an after-the-fact afterthought, which is what it's become," stated Richard Blech, Chief Executive Officer at Secure Channels, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
With 15% of enterprises adopting a hybrid IT strategy, you need to set a plan to integrate hybrid cloud throughout your infrastructure. In his session at 18th Cloud Expo, Steven Dreher, Director of Solutions Architecture at Green House Data, discussed how to plan for shifting resource requirements, overcome challenges, and implement hybrid IT alongside your existing data center assets. Highlights included anticipating workload, cost and resource calculations, integrating services on both sides...
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
"We are the public cloud providers. We are currently providing 50% of the resources they need for doing e-commerce business in China and we are hosting about 60% of mobile gaming in China," explained Yi Zheng, CPO and VP of Engineering at CDS Global Cloud, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
The WebRTC Summit New York, to be held June 6-8, 2017, at the Javits Center in New York City, NY, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 20th International Cloud Expo and @ThingsExpo. WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web co...
Between 2005 and 2020, data volumes will grow by a factor of 300 – enough data to stack CDs from the earth to the moon 162 times. This has come to be known as the ‘big data’ phenomenon. Unfortunately, traditional approaches to handling, storing and analyzing data aren’t adequate at this scale: they’re too costly, slow and physically cumbersome to keep up. Fortunately, in response a new breed of technology has emerged that is cheaper, faster and more scalable. Yet, in meeting these new needs they...
When it comes to cloud computing, the ability to turn massive amounts of compute cores on and off on demand sounds attractive to IT staff, who need to manage peaks and valleys in user activity. With cloud bursting, the majority of the data can stay on premises while tapping into compute from public cloud providers, reducing risk and minimizing need to move large files. In his session at 18th Cloud Expo, Scott Jeschonek, Director of Product Management at Avere Systems, discussed the IT and busin...
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...
The Internet of Things (IoT) promises to simplify and streamline our lives by automating routine tasks that distract us from our goals. This promise is based on the ubiquitous deployment of smart, connected devices that link everything from industrial control systems to automobiles to refrigerators. Unfortunately, comparatively few of the devices currently deployed have been developed with an eye toward security, and as the DDoS attacks of late October 2016 have demonstrated, this oversight can ...