|By PR Newswire||
|March 21, 2014 08:31 AM EDT||
WABAN, Mass., March 21, 2014 /PRNewswire/ -- TracFone delivers the best customer experience in the wireless industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.
TracFone continues its reign as the highest-rated wireless carrier for the fourth year in a row, earning a rating of 67% and placing 119th overall out of 268 companies across 19 industries. At the other end of the spectrum, US Cellular plunged down the ratings this year, descending from the middle of the pack in 2013 to the lowest-rated wireless carrier in 2014. US Cellular ultimately landed in 251st place overall with a 46% rating.
"TracFone continues to set the standard for customer experience in the wireless industry," states Bruce Temkin, managing partner of Temkin Group.
Here are some additional findings from the wireless industry:
- The ratings of all wireless carriers in the 2014 Temkin Experience Ratings are as follows: TracFone (67%), Virgin Mobile (64%), AT&T (64%), T-Mobile (64%), Verizon Wireless (63%), MetroPCS (58%), Sprint (57%), and US Cellular (46%).
- T-Mobile (+8 points), AT&T (+5 points), and Virgin Mobile (+3 points) improved their ratings the most between 2013 and 2014.
- US Cellular (-14 points), MetroPCS (-2 points), and Sprint (-1 point) were the only wireless carriers whose ratings declined between 2013 and 2014.
- Overall, the wireless industry averaged a 62% rating in the 2014 Temkin Experience Ratings and tied for 11th place out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 2.5 percentage points.
Now in its fourth year of publication, the 2014 Temkin Experience Ratings examines the quality of the customer experience delivered by 268 organizations across 19 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, TV service providers, and wireless carriers.
To generate these ratings, Temkin Group asked consumers to evaluate their experiences with a company across three dimensions: functional (can you do what you want to do?), accessible (how easy is it to work with the company?), and emotional (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce a company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent." In this year's Temkin Experience Ratings, 37% of companies earned a "good" or "excellent" score, while 25% received a "poor" or "very poor" score.
The 2014 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report "2014 Temkin Experience Ratings" is available for download at the Customer Experience Matters® blog (ExperienceMatters.wordpress.com) and at the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
*Customer experience matters is a registered trademark of Temkin Group.
Read more news from Temkin Group.
SOURCE Temkin Group
"Plutora provides release and testing environment capabilities to the enterprise," explained Dalibor Siroky, Director and Co-founder of Plutora, in this SYS-CON.tv interview at @DevOpsSummit, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 1, 2015 11:45 AM EDT Reads: 935
SYS-CON Events announced today that JFrog, maker of Artifactory, the popular Binary Repository Manager, will exhibit at SYS-CON's @DevOpsSummit Silicon Valley, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Based in California, Israel and France, founded by longtime field-experts, JFrog, creator of Artifactory and Bintray, has provided the market with the first Binary Repository solution and a software distribution social platform.
Jul. 1, 2015 11:30 AM EDT Reads: 884
To many people, IoT is a buzzword whose value is not understood. Many people think IoT is all about wearables and home automation. In his session at @ThingsExpo, Mike Kavis, Vice President & Principal Cloud Architect at Cloud Technology Partners, discussed some incredible game-changing use cases and how they are transforming industries like agriculture, manufacturing, health care, and smart cities. He will discuss cool technologies like smart dust, robotics, smart labels, and much more. Prepare...
Jul. 1, 2015 11:30 AM EDT Reads: 640
Jul. 1, 2015 11:30 AM EDT Reads: 2,210
Jul. 1, 2015 11:10 AM EDT Reads: 247
Jul. 1, 2015 11:00 AM EDT Reads: 885
Jul. 1, 2015 11:00 AM EDT Reads: 340
Jul. 1, 2015 10:30 AM EDT Reads: 2,085
Jul. 1, 2015 10:30 AM EDT Reads: 721
Jul. 1, 2015 09:45 AM EDT Reads: 1,909
Jul. 1, 2015 09:32 AM EDT Reads: 377
Jul. 1, 2015 09:30 AM EDT Reads: 750
Jul. 1, 2015 09:15 AM EDT Reads: 2,117
Overgrown applications have given way to modular applications, driven by the need to break larger problems into smaller problems. Similarly large monolithic development processes have been forced to be broken into smaller agile development cycles. Looking at trends in software development, microservices architectures meet the same demands. Additional benefits of microservices architectures are compartmentalization and a limited impact of service failure versus a complete software malfunction. ...
Jul. 1, 2015 09:00 AM EDT Reads: 807
Today air travel is a minefield of delays, hassles and customer disappointment. Airlines struggle to revitalize the experience. GE and M2Mi will demonstrate practical examples of how IoT solutions are helping airlines bring back personalization, reduce trip time and improve reliability. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Dr. Sarah Cooper, M2Mi’s VP Business Development and Engineering, will explore the IoT cloud-based platform technologies drivi...
Jul. 1, 2015 08:00 AM EDT Reads: 807