Sprint ranks highest for fourth consecutive period among full-service
Boost Mobile ranks highest among non-contract carriers
OVERLAND PARK, Kan. -- (Business Wire)
Sprint (NYSE: S) and its no-contract brand Boost Mobile continue to
solidify their positions as leaders in customer satisfaction by
receiving the highest honors from J.D. Power and Associates, most
recently in the 2013
U.S. Full-Service and Non-Contract Wireless Purchase Experience StudySM,
Sprint today received its fourth consecutive highest ranking among
Full-Service Wireless Providers, while Boost Mobile received the highest
ranking for Non-Contract Providers for the third time in the last four
study releases, making it Boost’s fifth J.D. Power and Associates award
overall. The Wireless Purchase Experience Study evaluates the
wireless purchase experience of customers using any one of three contact
channels: phone calls with sales representatives; visits to a retail
wireless store; and transactions on the Web.
Overall customer satisfaction with both full-service and non-contract
branded carriers is based on six factors (in order of importance): store
sales representative; website; phone sales representative; store
facility; offerings and promotions; and cost of service.
Sprint ranked highest in Overall Purchase Experience Satisfaction with
an index score of 778 – significantly higher than the full service
average of 764.
Sprint ranked highest in five of six factors including Store Sales
Representative, Website, Facility, Offerings and Promotions, and Cost
Sprint ranked significantly above the full service average in three of
six factors – Facility, Offerings and Promotions, and Cost of Service.
Boost Mobile is the highest ranked non-contract carrier with an
overall Purchase Experience Satisfaction index score of 773,
significantly above the non-contract average of 755.
Boost Mobile is the highest ranked in three of the six factors,
including the Website, Phone Sales Representatives, and Offerings and
Wireless Purchase Experience Study Results demonstrate Sprint’s
sharpened focus on retail experience improvements -- from improved
service and repair care to better merchandising and more accessory
availability. Improvements to the Ready Now program, for example,
represent one way that Sprint is concentrating on making the in-store
wireless purchase process simpler for customers. With Ready Now, Sprint
retail associates work one-on-one with customers to personalize their
phones, set up all of its features, and demonstrate how it works before
they leave the store.
Among other purchase experience improvements, Sprint has:
Improved integration of sales channels, giving customers a simpler
path from selecting their phones online to picking them up in store.
Increased the number of in-store accessories and device add-ons to
extend the possibilities of Sprint devices for customers.
Added more tools that better enable Sprint retail store employees to
ensure new customers understand the features of their device and how
they will be billed right at the point-of-sale.
Improved in-store, full-service triage and repair to reduce the need
to send phones out for repair.
Added solutions kiosks in stores to help customers – especially
businesses – find and develop customized solutions alongside expertly
trained consultants from Sprint.
“We are honored to be recognized by our postpaid and no-contract
customers in the J.D. Power and Associates study,” said Jaime Jones,
Sprint senior vice president-Consumer Sales. “This is the culmination of
a lot of hard work by our retail employees, Web sales teams, telesales
group and many others in Sprint’s Sales and Distribution organization.
Our commitment all along has been to deliver the best customer
experience, the most complete portfolio of products and merchandise, and
Ready Now-type customer service from the most talented, best-trained
people in the business.”
Boost Mobile continues to grow as an industry leader, combining the
reliability of the Nationwide Sprint Network with a robust device
portfolio, all on unlimited service plans that reward customers with no
contracts and payments that shrink over time. Unique from the
competition, for every six on-time payments, the cost of Boost Mobile’s
Monthly Unlimited plans shrink by $5, up to $15 per month in total.
Payments do not need to be consecutive to qualify for the next saving
Among other purchase experience improvements, Boost Mobile has:
Launched 10 new devices including the Samsung Galaxy S® II 4G and the
Kyocera Hydro, becoming the first no-contract waterproof smartphone
Enhanced customers’ data experience with the launch of 4G (WiMAX) data
and Wi-Fi hotspot capabilities, delivering a data experience that
keeps pace with the continued growth in how customers are leveraging
smartphones to increase productivity
Improved handset insurance by extending the sign up period to 30 days
after the point of purchase and provided customers with an open
enrollment period in 2012 for any Boost customer that may have missed
the opportunity to protect their investment
Enhanced international service plans with reduced per minutes rates to
more than 200 destinations
Provided a handset buyback program to offer service credits to new
customers for turning in their older handset, regardless of device
type or carrier.
This industry customer survey confirms the overall customer satisfaction
with the Boost Mobile retail experience, device selection and service
plans when compared to other no contract carriers. Boost Mobile has
ranked highest in J.D. Power studies including Non-Contract Wireless
Purchase Experience Study (2012 Volume 1), Customer Care Performance and
Purchase Experience (2011 Volume 2) among non-contract customers, and
Non-Contract Customer Satisfaction (2011).
About J.D. Power and Associates
With headquarters in Westlake Village, Calif., J.D. Power and Associates
is a global marketing information services company providing performance
improvement, social media and customer satisfaction insights and
solutions. The company's quality and satisfaction measurements are based
on responses from millions of consumers annually. For more information
on car reviews and ratings, car insurance, health insurance, cell phone
ratings, and more, please visit JDPower.com.
J.D. Power and Associates is a business unit of The McGraw-Hill
About Sprint Nextel
Sprint Nextel offers a comprehensive range of wireless and wireline
communications services bringing the freedom of mobility to consumers,
businesses and government users. Sprint Nextel served more than 55
million customers at the end of 2012 and is widely recognized for
developing, engineering and deploying innovative technologies, including
the first wireless 4G service from a national carrier in the United
States; offering industry-leading mobile data services, leading prepaid
brands including Virgin Mobile USA, Boost Mobile, and Assurance
Wireless; instant national and international push-to-talk capabilities;
and a global Tier 1 Internet backbone. The American Customer
Satisfaction Index rated Sprint No. 1 among all national carriers in
customer satisfaction and most improved, across all 47 industries,
during the last four years. Newsweek ranked Sprint No. 3 in both
its 2011 and 2012 Green Rankings, listing it as one of the nation’s
greenest companies, the highest of any telecommunications company. You
can learn more and visit Sprint at www.sprint.com
About Boost Mobile
Mobile, recently recognized by J.D.
Power and Associates as “Highest Satisfaction with the Purchase
Experience among Non-Contract Wireless Providers,” offers wireless
phones and services with no long-term contracts and. Boost Mobile
redefines value for wireless consumers with its Monthly
Unlimited with Shrinking Payments
no-contract service, where the longer you stay the less you pay with
on-time payments for unlimited voice, text messaging, Web, email and
calls to 411. Boost Mobile offers nationwide service on the Nationwide
Sprint Network, reaching more than 282 million people, with no
activation or long-distance fees. Boost Mobile offers a selection of
quality handsets from HTC, LG, Motorola, BlackBerry, Samsung, Kyocera
and ZTE, ranging from entry-level to Android™ smartphone devices
available nationwide at nearly 20,000 major retail stores, including
Best Buy, RadioShack, Target, Family Dollar, Walgreens and Walmart,
Sprint retail stores, independent wireless dealer locations, and on HSN,
a leading TV home shopping network. Re-Boost® Cards are
available at approximately 100,000 locations throughout the United
States. Experience Boost Mobile on the Web at Facebook
and purchase products at www.boostmobile.com.
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Mark Bonavia, 913-269-0436
Danielle Babbington, 949-748-3418
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