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
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Enterprises are adopting Kubernetes to accelerate the development and the delivery of cloud-native applications. However, sharing a Kubernetes cluster between members of the same team can be challenging. And, sharing clusters across multiple teams is even harder. Kubernetes offers several constructs to help implement segmentation and isolation. However, these primitives can be complex to understand and apply. As a result, it’s becoming common for enterprises to end up with several clusters. Thi...
In his session at 21st Cloud Expo, Carl J. Levine, Senior Technical Evangelist for NS1, will objectively discuss how DNS is used to solve Digital Transformation challenges in large SaaS applications, CDNs, AdTech platforms, and other demanding use cases. Carl J. Levine is the Senior Technical Evangelist for NS1. A veteran of the Internet Infrastructure space, he has over a decade of experience with startups, networking protocols and Internet infrastructure, combined with the unique ability to it...
"ZeroStack is a startup in Silicon Valley. We're solving a very interesting problem around bringing public cloud convenience with private cloud control for enterprises and mid-size companies," explained Kamesh Pemmaraju, VP of Product Management at ZeroStack, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
"Infoblox does DNS, DHCP and IP address management for not only enterprise networks but cloud networks as well. Customers are looking for a single platform that can extend not only in their private enterprise environment but private cloud, public cloud, tracking all the IP space and everything that is going on in that environment," explained Steve Salo, Principal Systems Engineer at Infoblox, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventio...
"Codigm is based on the cloud and we are here to explore marketing opportunities in America. Our mission is to make an ecosystem of the SW environment that anyone can understand, learn, teach, and develop the SW on the cloud," explained Sung Tae Ryu, CEO of Codigm, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
The question before companies today is not whether to become intelligent, it’s a question of how and how fast. The key is to adopt and deploy an intelligent application strategy while simultaneously preparing to scale that intelligence. In her session at 21st Cloud Expo, Sangeeta Chakraborty, Chief Customer Officer at Ayasdi, provided a tactical framework to become a truly intelligent enterprise, including how to identify the right applications for AI, how to build a Center of Excellence to oper...
"IBM is really all in on blockchain. We take a look at sort of the history of blockchain ledger technologies. It started out with bitcoin, Ethereum, and IBM evaluated these particular blockchain technologies and found they were anonymous and permissionless and that many companies were looking for permissioned blockchain," stated René Bostic, Technical VP of the IBM Cloud Unit in North America, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventi...
Gemini is Yahoo’s native and search advertising platform. To ensure the quality of a complex distributed system that spans multiple products and components and across various desktop websites and mobile app and web experiences – both Yahoo owned and operated and third-party syndication (supply), with complex interaction with more than a billion users and numerous advertisers globally (demand) – it becomes imperative to automate a set of end-to-end tests 24x7 to detect bugs and regression. In th...
Large industrial manufacturing organizations are adopting the agile principles of cloud software companies. The industrial manufacturing development process has not scaled over time. Now that design CAD teams are geographically distributed, centralizing their work is key. With large multi-gigabyte projects, outdated tools have stifled industrial team agility, time-to-market milestones, and impacted P&L stakeholders.
High-velocity engineering teams are applying not only continuous delivery processes, but also lessons in experimentation from established leaders like Amazon, Netflix, and Facebook. These companies have made experimentation a foundation for their release processes, allowing them to try out major feature releases and redesigns within smaller groups before making them broadly available. In his session at 21st Cloud Expo, Brian Lucas, Senior Staff Engineer at Optimizely, discussed how by using ne...
"Cloud Academy is an enterprise training platform for the cloud, specifically public clouds. We offer guided learning experiences on AWS, Azure, Google Cloud and all the surrounding methodologies and technologies that you need to know and your teams need to know in order to leverage the full benefits of the cloud," explained Alex Brower, VP of Marketing at Cloud Academy, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clar...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
"CA has been doing a lot of things in the area of DevOps. Now we have a complete set of tool sets in order to enable customers to go all the way from planning to development to testing down to release into the operations," explained Aruna Ravichandran, Vice President of Global Marketing and Strategy at CA Technologies, in this SYS-CON.tv interview at DevOps Summit at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.