|[August 09, 2012]
Sprint Earns J.D. Power and Associates' Top Ranking - For Third Straight Time - for Purchase Experience Among Full-Service Wireless Carriers
OVERLAND PARK, Kan. --(Business Wire)--
J.D. Power and Associates today announced that Sprint (News - Alert) (Sprint (NYSE: S)
ranked highest among full-service wireless providers in its 2012 U.S.
Full-Service Wireless Purchase Experience StudySM,
Volume 2. 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 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.
This marks the third consecutive time Sprint ranked highest in overall
customer purchase experience satisfaction among major full-service
wireless carriers. Sprint achieved a score of 775 and performed
particularly well in the offerings and promotions and cost of service
In announcing the results, J.D. Power noted that improvements within (a
wireless company's) retail store are translating into loyalty, as 39
percent of full-service wireless customers say they "definitely will"
revisit the same store, compared with 35 percent a year ago.
"The study shows a direct correlation between an efficient sales
transaction process and improving satisfaction with the overall retail
experience," according to J.D. Power. "Customers who make purchases in
retail stores have the opportunity to touch handsets and accessories and
see the pricing associated with each, something not possible over the
phone or on the Web. In addition, carriers have invested heavily in the
retail store environment in merchandising, store upgrades and staff
training to make the overall sales experience more enjoyable and
Wireless Purchase Experience Study Results demonstrate Sprint's
sharpened focus on retail experience improvement -- from improved
service and repair care to better merchandising and more accessory
availability. Improvements to the Ready Now program, for example,
represent one wa 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
phone, set up all of its features, and demonstrate how it works before
they leave the store. With the continued growth of smartphones, Sprint
believed it was increasingly important to take the time to explain to
customers how to get more from their wireless devices.
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.
begun adding solutions kiosks in stores to help customers - especially
businesses - find and develop customized solutions alongside expertly
trained consultants from Sprint.
"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," said Jaime Jones, Sprint senior vice
president, Consumer Sales. "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."
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 Companies.
About Sprint Nextel (News - Alert)
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 56
million customers at the end of the second quarter 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 (News - Alert) 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 its 2011 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
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