Wireless Purchase Experience Customer Satisfaction Increases Across the Board, J.D. Power Finds

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1 Wireless Purchase Experience Customer Satisfaction Increases Across the Board, Finds T-Mobile, Metro by T-Mobile and Consumer Cellular Rank Highest in Respective Segments COSTA MESA, Calif.: 14 Feb Customer satisfaction has increased among all sales channels since last year, according to the 2019 U.S. Wireless Purchase Experience Full-Service Performance Study SM and the 2019 U.S. Wireless Purchase Experience Non-Contract Performance Study SM, released today. Specifically, the largest customer satisfaction improvement is with phone sales representatives. Wireless customers calling carriers sales representatives have purchase intent; having knowledgeable reps and decreased hold times has a real measurable effect on both satisfaction and sales made, said Ian Greenblatt, Managing Director at. If these companies can maintain a focus on customer care, satisfaction can only continue to improve. Study Results For full-service carriers, T-Mobile ranks highest with a score of 854 followed by AT&T (846). For non-contract full-service carriers, Metro by T-Mobile ranks highest with a score of 857. Cricket (851) ranks second. For non-contract value carriers, Consumer Cellular ranks highest with a score of 873. Now in the 16th year of publication, the U.S. Wireless Purchase Experience Full-Service Performance Study and U.S. Wireless Purchase Experience Non-Contract Performance Study evaluate the wireless purchase experience of customers who use any one of three purchase channels: phone calls with sales representatives; visits to a retail wireless store; or online/website. Overall purchase experience satisfaction with both full-service and non-contract carriers is measured in six factors (in order of importance): store sales representative; website; phone sales representative; offerings and promotions; store facility; and cost of service. The studies were fielded from July through December For more information about the U.S. Wireless Purchase Experience Full-Service Performance Study and the U.S. Wireless Purchase Experience Non-Contract Performance Study, visit See the online press release at is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable to help its clients drive customer satisfaction, growth and profitability. Established in 1968, has offices serving North America, South America, Asia Pacific and Europe. jdpower.com/business

2 Media Relations Contacts Geno Effler; Costa Mesa, Calif.; ; John Roderick; St. James, N.Y.; ; About and Advertising/Promotional Rules: # # # NOTE: Three charts follow.

3 2019 U.S. Wireless Purchase Experience Full-Service Full-Service Carriers T-Mobile 854 AT&T 846 Full-Service Average 841 Verizon Wireless 837 Sprint 815 Source: 2019 U.S. Wireless Purchase Experience Full-Service Performance Study SM as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, release or survey results without the express prior written consent of.

4 2019 U.S. Wireless Purchase Experience Non-Contract Non-Contract Full-Service Carriers Metro by T-Mobile 857 Cricket 851 Non-Contract Full-Service Average 849 Virgin Mobile 848 Boost Mobile 832 Source: 2019 U.S. Wireless Purchase Experience Non-Contract Performance Study SM as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, release or survey results without the express prior written consent of.

5 2019 U.S. Wireless Purchase Experience Non-Contract Non-Contract Value Carriers Consumer Cellular 873 Non-Contract Value Average 829 Straight Talk Wireless 823 TracFone 819 Source: 2019 U.S. Wireless Purchase Experience Non-Contract Performance Study SM as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, release or survey results without the express prior written consent of.

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