J.D. Power & Associates ranked Virgin Mobile the highest in overall customer satisfaction in its first-ever survey of current wireless prepaid customers. Virgin Mobile edged out Verizon Wireless, T-Mobile, Boost Mobile and TracFone. J.D. Power discovered some interesting trends when it comes to customer satisfaction and MVNOs. It found that wireless satisfaction varies depending on the type of customer who subscribes to service from either an MVNO or to carriers that own and operate their own network. Customers of MVNOs like Virgin Mobile, Boost Mobile and TracFone report higher satisfaction levels in account management and cost of service dimensions. On the other hand, carriers who own and operate their own network like Verizon and T-Mobile generate higher satisfaction ratings in components comprising the company image factor, such as reputation, image as a technical innovator and efficiently solving call quality issues. Customers also report higher satisfaction levels with traditional network operators for having a larger local calling area and for providing timely voice and text mail notifications.
To read more about J.D. Power's new prepaid customer satisfactions survey:
- check out the firm's Web site