Welcome!

News Feed Item

Smartphones Become Preferred Channel for Buying New Wireless Devices, J.D. Power Finds

T-Mobile, MetroPCS and Consumer Cellular Rank Highest in Respective Segments

COSTA MESA, Calif., Feb. 15, 2018 /PRNewswire/ -- Smartphones have emerged as the purchase channel of choice for new wireless purchases, topping in-store, telephone and all other online channels in driving the highest levels of overall customer satisfaction with the new device purchase experience. That's the key finding of the J.D. Power 2018 U.S. Wireless Purchase Experience Full-Service Performance StudySM—Volume 1 and the J.D. Power 2018 U.S. Wireless Purchase Experience Non-Contract Performance StudySM—Volume 1, both released today.

J.D. Power corporate logo. (PRNewsFoto/J.D. Power)

"The wireless market is rapidly evolving into a self-contained ecosystem in which all aspects of the ownership experience, from buying the device to engaging with customer support, is done entirely on a mobile device," said Peter Cunningham, Technology, Media, and Telecommunications Practice Lead at J.D. Power. "While in-store customer service is still key for things like explaining data usage and demonstrating device operations, the speed and consistency of the experience delivered via mobile is clearly resonating with mobile customers."

Following are key findings of the 2018 studies:

  • Satisfaction highest when making wireless device purchase online via smartphone: Overall satisfaction with the wireless device purchase experience is highest among customers who accessed an online sales channel via smartphone. Overall satisfaction among customers making new wireless device purchases online via smartphone is 857 points (on a 1,000-point scale) vs. 823 among customers who used the online channel via computer or tablet; 842 among those who used the in-store channel; and 836 among those who used the telephone.
  • Wireless purchase experience optimized for small screen: Customers making a new device purchase online via a smartphone spend an average of 10.6 minutes completing their online purchase, compared with 13.7 minutes among those using a computer or tablet. Customers purchasing via smartphone also provide higher ratings for website attributes, such as ease of navigation; appearance of website; and ease of making an order.
  • Stores still important: Among customers using the in-store channel to buy a new wireless device, the key drivers of satisfaction are explanation of how to manage data usage; explanation of the latest technology; and demonstration of device operations and features. Even when customers make the wireless purchase online, overall satisfaction scores are higher when they visit a store prior to making the purchase.
  • Unlimited data still wields influence: When it comes to cost of service, satisfaction is 12 points higher among customers with unlimited data plans than among those with data limits (768 vs. 756, respectively). Combining individual and family plans, the average price paid for a wireless phone increases to $364 from $308 in the 2017 Volume 2 study, and the average monthly service bill increases to $157 from $149.

Study Rankings

T-Mobile ranks highest in overall satisfaction among wireless full-service carriers, with a score of 855. MetroPCS ranks highest among non-contract full-service carriers, with a score of 858. Consumer Cellular ranks highest among wireless non-contract carriers in the value segment with a score of 866.

Now in their 15th year, the semiannual studies evaluate the wireless purchase experience of customers who use any one of three purchase channels: phone calls with sales representatives; visits to a retail wireless store; or online/website. Overall purchase experience satisfaction with both full-service and non-contract carriers is measured in six factors (in order of importance): store sales representative; website; offerings and promotions; phone sales representative; facility; and cost of service.

The 2018 U.S. Wireless Purchase Experience Full-Service Performance Study—Volume 1 and the 2018 U.S. Wireless Purchase Experience Non-Contract Performance Study—Volume 1 collectively surveyed 13,344 customers who made a sales transaction with their current carrier within the previous three months. The studies were fielded from July through December 2017.

For more information about the U.S. Wireless Purchase Performance studies, visit http://www.jdpower.com/resource/us-wireless-purchase-experience-performance-studies.

See the online press release at http://www.jdpower.com/pr-id/2018017.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Study Rankings


Full-Service Carriers

JDPower.com Power Circle Ratings™

(Based on a 1,000-point scale)                                   

for Consumers:



T-Mobile

 

855

5

AT&T

839

3

Full-Service Average

838

3

Verizon Wireless

833

3

Sprint

819

2


Study Rankings


Non-Contract Full-Service Carriers                                              

JDPower.com Power Circle Ratings™

(Based on a 1,000-point scale)

for Consumers:



MetroPCS

858

5

Boost Mobile

853

3

Non-Contract Full-Service Average

851

3

Cricket

849

3

Virgin Mobile

833

2


Study Rankings




Non-Contract Value Carriers

JDPower.com Power Circle Ratings™

(Based on a 1,000-point scale)

for Consumers:



Consumer Cellular

866

5

Non-Contract Value Average

834

3

Net10

831

3

TracFone

828

3

Straight Talk

826

2

 

 

Power Circle Ratings Legend


5 – Among the best


4 – Better than most


3 – About average


2 – The rest


 

 

Award-Eligible Full-Service Carriers Included in the Study

Company Name 

Business Leader Name

U.S. Company Address

AT&T

Randall L. Stephenson

Dallas, TX

Sprint

Marcelo Claure

Overland Park, KS

T-Mobile

John Legere

Bellevue, WA

Verizon Wireless

Lowell C. McAdam

New York, NY




Award-Eligible Non-Contract Carriers Included in the Study

Company Name 

Business Leader Name 

U.S. Company Address

Boost Mobile

Marcelo Claure

Overland Park, KS

Consumer Cellular

John Marick

Portland, OR

Cricket

Randall L. Stephenson

Dallas, TX

MetroPCS

John Legere

Bellevue, WA

Net10

Gustavo Blanco

Miami, FL

Straight Talk

Gustavo Blanco

Miami, FL

TracFone

Gustavo Blanco

Miami, FL

Boost Mobile

Marcelo Claure

Overland Park, KS

 

Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

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

 

Cision View original content with multimedia:http://www.prnewswire.com/news-releases/smartphones-become-preferred-channel-for-buying-new-wireless-devices-jd-power-finds-300597841.html

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
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
ChatOps is an emerging topic that has led to the wide availability of integrations between group chat and various other tools/platforms. Currently, HipChat is an extremely powerful collaboration platform due to the various ChatOps integrations that are available. However, DevOps automation can involve orchestration and complex workflows. In his session at @DevOpsSummit at 20th Cloud Expo, Himanshu Chhetri, CTO at Addteq, will cover practical examples and use cases such as self-provisioning infra...
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory? In her Day 2 Keynote at @DevOpsSummit at 21st Cloud Expo, Aruna Ravichandran, VP, DevOps Solutions Marketing, CA Technologies, was jo...
"Storpool does only block-level storage so we do one thing extremely well. The growth in data is what drives the move to software-defined technologies in general and software-defined storage," explained Boyan Ivanov, CEO and co-founder at StorPool, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
As Marc Andreessen says software is eating the world. Everything is rapidly moving toward being software-defined – from our phones and cars through our washing machines to the datacenter. However, there are larger challenges when implementing software defined on a larger scale - when building software defined infrastructure. In his session at 16th Cloud Expo, Boyan Ivanov, CEO of StorPool, provided some practical insights on what, how and why when implementing "software-defined" in the datacent...
Blockchain. A day doesn’t seem to go by without seeing articles and discussions about the technology. According to PwC executive Seamus Cushley, approximately $1.4B has been invested in blockchain just last year. In Gartner’s recent hype cycle for emerging technologies, blockchain is approaching the peak. It is considered by Gartner as one of the ‘Key platform-enabling technologies to track.’ While there is a lot of ‘hype vs reality’ discussions going on, there is no arguing that blockchain is b...
Blockchain is a shared, secure record of exchange that establishes trust, accountability and transparency across business networks. Supported by the Linux Foundation's open source, open-standards based Hyperledger Project, Blockchain has the potential to improve regulatory compliance, reduce cost as well as advance trade. Are you curious about how Blockchain is built for business? In her session at 21st Cloud Expo, René Bostic, Technical VP of the IBM Cloud Unit in North America, discussed the b...
You know you need the cloud, but you’re hesitant to simply dump everything at Amazon since you know that not all workloads are suitable for cloud. You know that you want the kind of ease of use and scalability that you get with public cloud, but your applications are architected in a way that makes the public cloud a non-starter. You’re looking at private cloud solutions based on hyperconverged infrastructure, but you’re concerned with the limits inherent in those technologies.
Is advanced scheduling in Kubernetes achievable?Yes, however, how do you properly accommodate every real-life scenario that a Kubernetes user might encounter? How do you leverage advanced scheduling techniques to shape and describe each scenario in easy-to-use rules and configurations? In his session at @DevOpsSummit at 21st Cloud Expo, Oleg Chunikhin, CTO at Kublr, answered these questions and demonstrated techniques for implementing advanced scheduling. For example, using spot instances and co...
The use of containers by developers -- and now increasingly IT operators -- has grown from infatuation to deep and abiding love. But as with any long-term affair, the honeymoon soon leads to needing to live well together ... and maybe even getting some relationship help along the way. And so it goes with container orchestration and automation solutions, which are rapidly emerging as the means to maintain the bliss between rapid container adoption and broad container use among multiple cloud host...
The cloud era has reached the stage where it is no longer a question of whether a company should migrate, but when. Enterprises have embraced the outsourcing of where their various applications are stored and who manages them, saving significant investment along the way. Plus, the cloud has become a defining competitive edge. Companies that fail to successfully adapt risk failure. The media, of course, continues to extol the virtues of the cloud, including how easy it is to get there. Migrating...
Imagine if you will, a retail floor so densely packed with sensors that they can pick up the movements of insects scurrying across a store aisle. Or a component of a piece of factory equipment so well-instrumented that its digital twin provides resolution down to the micrometer.
The need for greater agility and scalability necessitated the digital transformation in the form of following equation: monolithic to microservices to serverless architecture (FaaS). To keep up with the cut-throat competition, the organisations need to update their technology stack to make software development their differentiating factor. Thus microservices architecture emerged as a potential method to provide development teams with greater flexibility and other advantages, such as the abili...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settle...
Product connectivity goes hand and hand these days with increased use of personal data. New IoT devices are becoming more personalized than ever before. In his session at 22nd Cloud Expo | DXWorld Expo, Nicolas Fierro, CEO of MIMIR Blockchain Solutions, will discuss how in order to protect your data and privacy, IoT applications need to embrace Blockchain technology for a new level of product security never before seen - or needed.