MVNO Virgin Mobile USA won the top spot in the J.D. Power and Associates 2012 Wireless Customer Care Non-Contract Study – Volume 1. The carrier’s overall index score “was significantly higher than the industry average, 735 vs. 698, and Virgin Mobile experienced the largest improvement from last year’s study among all ranked non-contract carriers,” the ranking group said.
The survey measures customers’ experience within five care channels: Automated Response System (ARS) then transferred to live customer service representatives (CSR) as the largest segment; CSR Only; ARS Only; Retail (walk-in); and Online (Web/e-mail). “The study indicates Virgin Mobile performs particularly well in phone contacts that originate in the ARS channel and are then transferred to a live service representative, and in phone calls made directly to a CSR,” J.D. Power explains.
“Virgin Mobile is truly a multi-level brand, and our different plans are tailored for the various ways customers use their mobile devices,” comments Jeff Hallock, vice president/Marketing for Sprint, which hosts the Virgin Mobile service “Both Virgin Mobile and Boost Mobile’s line-ups of Android-powered smartphones have dramatically changed the nature of our customer base.”
He continues, “We share these honors with our front-line care representatives, our salesforce and the more than 40,000 retailers who serve our customers every day. We couldn’t do this without them, or without our manufacturing partners who enable us to provide real value with a diverse handset line-up, ranging from basic feature phones to smartphones and 3G mobile broadband at reasonable prices.”
To read more about the survey results, click here.