Today, J.D. Powers announced their findings for the 2014 Wireless Purchase Experience study, which studies the full-service carriers in the US to find out which one has the best wireless purchase experience. As we mentioned earlier today, AT&T did win the award. They had a score of 806. While Sprint came in second at 797, followed by T-Mobile at 796 and Verizon came in last at 792. Now this on a scale of 1000 points. So they could all do better, and they could all definitely do worse. But what’s interesting here is that T-Mobile is the most improved carrier for wireless purchase experience. Which means the Uncarrier movement is working.
In 2013, the scores were AT&T at 798, Verizon at 794, Sprint at 793, and T-Mobile last at 784. Which means AT&T jumped 8 points, Verizon dropped 2 points, Sprint jumped 4 points, and T-Mobile jumped 12 points. It’s kind of surprising to see Verizon drop to the bottom of the pack though, hopefully they’ll make some changes and make the wireless purchase experience that much better.
Typically, when we see these results we don’t see a huge jump in scores for some carriers. So seeing the 12-point jump for T-Mobile is quite surprising, and also awesome at the same time. It’s showing that their tactics are really making customers happy. While they aren’t really acting like a typical carrier, they are adding customers like a typical one, and improving their service, which is always a good thing.
And while we’re talking about T-Mobile, we can’t forget MetroPCS since they are part of T-Mobile. They are ranked #1 for Store Sales Reps and tied for first for Offerings and promotions. Which is also great to see. I’m expecting great things from both T-Mobile and MetroPCS this year, as well as the other carriers. I’m really hoping to see more tough competition between the four national carriers, how about the rest of you?
