J.D. Power has issued the release for its 2018 U.S. Wireless Purchase Experience Studies – Volume 1, which cover both full service and non-contract carriers.
This year’s studies find that smartphones have emerged as the purchase channel of choice for new wireless buys, ahead of in-store, telephone, and all other online channels in driving customer satisfaction. Satisfaction is highest when customers are making a purchase via smartphone.
Other key points:
–the importance of optimizing the purchase experience for the small screens on wireless phones
–how stores still matter to facilitate research and explain policies such as data usage
–how unlimited data is a big driver of satisfaction when it comes to the cost of service aspect of plans, which is something discussed in last year’s release as well
T-Mobile ranks highest for the full-service carriers, overtaking AT&T which ranked first last year.
This is in addition to other recent releases on wireless, which note the significance of social media in customer service and the importance of unlimited data on wireless network quality and the negative effects of bringing your own devices.
