Sprint (NYSE: S) and its no-contract brand Boost Mobile continue to solidify their positions as leaders in customer satisfaction by receiving the highest honors from J.D. Power and Associates, most recently in the 2013 U.S. Full-Service and Non-Contract Wireless Purchase Experience StudySM, Volume 1 . Sprint today received its fourth consecutive highest ranking among Full-Service Wireless Providers, while Boost Mobile received the highest ranking for Non-Contract Providers for the third time in the last four study releases, making it Boost’s fifth J.D. Power and Associates award overall. 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 transactions 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.
- Sprint ranked highest in Overall Purchase Experience Satisfaction with an index score of 778 – significantly higher than the full service average of 764.
- Sprint ranked highest in five of six factors including Store Sales Representative, Website, Facility, Offerings and Promotions, and Cost of Service.
- Sprint ranked significantly above the full service average in three of six factors – Facility, Offerings and Promotions, and Cost of Service.
- Boost Mobile is the highest ranked non-contract carrier with an overall Purchase Experience Satisfaction index score of 773, significantly above the non-contract average of 755.
- Boost Mobile is the highest ranked in three of the six factors, including the Website, Phone Sales Representatives, and Offerings and Promotions factors.
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.
- Added solutions kiosks in stores to help customers – especially businesses – find and develop customized solutions alongside expertly trained consultants from Sprint.
Among other purchase experience improvements, Boost Mobile has:
- Launched 10 new devices including the Samsung Galaxy S® II 4G and the Kyocera Hydro, becoming the first no-contract waterproof smartphone
- Enhanced customers’ data experience with the launch of 4G (WiMAX) data and Wi-Fi hotspot capabilities, delivering a data experience that keeps pace with the continued growth in how customers are leveraging smartphones to increase productivity
- Improved handset insurance by extending the sign up period to 30 days after the point of purchase and provided customers with an open enrollment period in 2012 for any Boost customer that may have missed the opportunity to protect their investment
- Enhanced international service plans with reduced per minutes rates to more than 200 destinations
- Provided a handset buyback program to offer service credits to new customers for turning in their older handset, regardless of device type or carrier.