A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes seven wireless carriers: AT&T, Sprint, T-Mobile, TracFone, US Cellular, Verizon Wireless, and Virgin Mobile.
TracFone was the top rated carrier, but only received an “okay” rating. AT&T, Verizon Wireless, and Sprint also earned “okay” ratings while the remaining carriers were rated “poor.”
The average ratings for the wireless carriers placed it 13th out of 18 industries in the study.
Temkin Group also analyzed the changes between 2011 and 2012 and found that customer experience in the wireless industry improved over the previous year.
All six carriers saw improvements
Led by Virgin Mobile and TracFone, all six carriers that were in both the 2011 and 2012 Temkin Experience Ratings had improved ratings. Sprint fell behind the other carriers with only a very slight improvement since last year.
“Customer experience improved across the entire wireless industry, but there’s still a long way to go,” states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com. The data can be accessed from the Temkin Ratings website,http://www.temkinratings.com.
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