Virgin Mobile and T-Mobile Earn Top Customer Experience Ratings for Wireless Carriers, According to Temkin Group

WABAN, Mass., March 18, 2015 /PRNewswire/ -- Virgin Mobile and T-Mobile deliver the best customer experience in the wireless industry, according to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Virgin Mobile took the top spot with a rating of 67%, placing it 128^th overall out of 293 companies across 20 industries. T-Mobile came in second with a rating of 65% and an overall ranking of 151^st. Virgin Mobile has been steadily improving its customer experience rating over the past five years, starting as the lowest-rated wireless carrier in 2011 and working its way up the ranks, until landing in the top spot this year. At the other end of the spectrum, Sprint was the lowest-ranked wireless company, receiving a rating of 55% after a drop of two points from last year.

"Virgin Mobile has done a great job of improving its customer experience," 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 2015 Temkin Experience Ratings are as follows: Virgin Mobile (67%), T-Mobile (65%), TracFone (63%), Verizon Wireless (62%), U.S. Cellular (62%), MetroPCS (60%), AT&T (60%), and Sprint (55%).
• U.S. Cellular (+16 points), Virgin Mobile (+3 points), and MetroPCS (+2 points) improved their ratings the most between 2014 and 2015.
• TracFone (-4 points), AT&T (-4 points), and Sprint (-2 points) declined by the most percentage-points between 2014 and 2015.
• Overall, the wireless industry averaged a 61% rating in the 2015 Temkin Exprience Ratings and came in 14^th place out of 20 industries. It was also one of 14 industries to decrease its average rating; its average rating dropped by 1.4 percentage-points.

To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each 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 26% received a "poor" or "very poor" score.

The 2015 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.

The free report "2015 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 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 up four core 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.

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SOURCE Temkin Group

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