On Friday it was announced that Virgin Mobile, a unit of Sprint, ranked number one in customer satisfaction performance in JD Power & Associates 2012 Wireless Customer Care Non-Contract Volume 1 study.
Virgin Mobile USA has evolved from a simple pay as you go carrier to one of the best providers of unlimited monthly wireless data plans. In JD Power & Associates Volume 1 study Virgin Mobile USA ranked 735 beating the industry average of 698.
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“Virgin Mobile is truly a multi-level brand, and our different plans are tailored for the various ways customers use their mobile devices,” said Jeff Hallock, vice president-Marketing for Sprint. “Both Virgin Mobile and Boost Mobile’s line-ups of Android(TM)-powered smartphones have dramatically changed the nature of our customer base. We’ve worked hard to meet these new demands and are honored to be recognized by our customers for these efforts. We are committed to listening to our customers and continuing to improve our overall care performance.”
Hallock went on to say:
“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.”
This study by JD Power and Associates measures customer care in five areas: Automated Response System (ASR), live customer service representatives (CSR), ASR only, CSR only, Retail walk in and Online (web/email). The survey revealed that Virgin Mobile USA performs exceptionally well in calls transferred to a CSR from Virgin Mobile USA’s, ASR system and also those that are directly handled by a CSR.
This marks the fourth time that a Sprint owned prepaid unit topped the JD Power & Associates surveys. Boost Mobile, another Sprint prepaid unit, ranked highest in three different JD Power & Associates surveys in 2010 and 2011. Virgin Mobile ranked number one in customer service excellence in 2006 and 2007 before they were acquired by Sprint.
source: JD Power via Market Watch