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Cricket Wireless Earns Top Spot in Latest J.D. Power Non-Contract Customer Purchase Experience Study

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J.D. Power has published the results of its latest Wireless Purchase Experience study and it shows a big change in ranking for the prepaid sector.

The Wireless Purchase Experience study conducted by J.D. Power looks into the purchase experience of customers under three channels: through a website, retail store, or a phone call. Using these three metrics, the satisfaction of the customer's purchasing experience is measured through different factors; namely store facility, cost of service, phone sales representative, website, store sales representative, and the offerings and promotions.

The recent study gathered data on how wireless carriers performed during the period of January to June 2018. Using the information gathered, J.D. Power was able to determine the key players for this year under this field.

Under its 2018 U.S. Wireless Purchase Experience Non-Contract Study Volume 2, J.D. Power revealed that Cricket Wireless gained the top spot for the non-contract full-service carriers category. The prepaid brand finished with a score of 857/1000 points, which led to its rise from a previous third position with 849 points. The AT&T prepaid brand also surpassed the previous winner, MetroPCS, which landed in second place with 843 points, down from its previous 858-point score. On third place, the position is tied to both Boost Mobile and Virgin Mobile with 835 points. Coincidentally, these two are both Sprint-owned prepaid brands.

When it comes to postpaid, on the other hand, T-Mobile earned the highest score out of the four major U.S. carriers. It scored 854 points out of 1,000; a point less than it got in the previous study. After T-Mobile, the ranking went to AT&T (839 points), Verizon (835 points), and Sprint (817 points).

Another discovery made in the report is that customers who made a purchase from a non-carrier store were less satisfied compared to those who made a purchase a a store owned by a carrier. Despite this, one-third of wireless customers make their purchase at non-carrier stores. The study also found that customers think non-carrier websites are much easier to navigate and order from as opposed to carrier websites. Two-thirds of customers that use carrier websites said that it required them a lot of effort to complete the purchase.


You can read the rest of the study here.



Source: TmoNews    

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7 comments:

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  1. A lot of people using the TracFone brands seek out news on sites like this. How did the TracFone brands fare in this latest J.D. Power Non-Contract Customer Purchase Experience Study ?

    It doesn't matter how good or bad the TracFone brands fared.....but TracFone brands compared to all others is ALWAYS relevant.

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  2. Funny that nobody really cares that Cricket throttles your data which matters to me.. I've experienced 50 to 70mbps download speed with Metro, compared to 3 to 8mbps with Cricket.


    S

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  3. Shows you which companies paid the most. Unlike ethical survey outfits, JDP actually takes bribes from those it "evaluates".

    This us how the worst cars in the US, Chrysler products, have gotten such high ratings on JDP.

    ReplyDelete
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    1. You are really confused. Repeatedly. JD Powers does not accept money from companies to be included in competitive surveys, and the companies cannot buy a good store. JD Powers only charges when a company wants to use the results in advertising. Since the winners will always pay, there is no bias.

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    2. JD Power and Company specifically accepts money to influence how it ranks companies. That is part of its business model, and that is how you get results like with the Auto industry where inferior products and up on top due to large cash payments from auto companies.

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  4. Given that the assigned scores for the four carriers fall within +/- 1.6% of the average, I'd say it's a wash. What is the study's margin of error? Even JD Powers says in their fine print: "Rankings are based on numerical scores, and not necessarily on statistical significance."

    ReplyDelete
    Replies
    1. And they will nudge those "numerical scores" depending on how they are paid.

      Delete
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