We are excited to share that Sprint ranked the highest among full-service wireless providers in the J.D. Power and Associates’ 2012 U.S. Full-Service Wireless Purchase Experience StudySM, Volume 2. The Wireless Purchase Experience Studyevaluates 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 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.
Today’s announcement marks the third consecutive time Sprint ranked highest in overall customer purchase experience satisfaction among major full-service wireless carriers.
Wireless Purchase Experience Study Results demonstrate our sharpened focus on retail experience improvement -- from improved service and repair care to better merchandising and more accessory availability. We have made improvements to the Ready Now program that represents one way we are concentrating on making the in-store wireless purchase process simpler for customers. With Ready Now, Sprint retail associates work one-on-one with customers to personalize your phone, set up its features, and demonstrate how it works before you leave the store.
Among other purchase experience improvements, we have:
improved integration of sales channels, giving you an easier path from selecting your phone online to picking it up in store.
increased the number of in-store accessories and device add-ons to extend the possibilities of Sprint devices for you.
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.
begun adding solutions kiosks in stores to help you find and develop customized solutions alongside expertly trained consultants from Sprint.
“This is the culmination of a lot of hard work by our retail employees, Web sales teams, telesales group and many others in Sprint’s Sales and Distribution organization,” said Jaime Jones, Sprint senior vice president, Consumer Sales. “Our commitment all along has been to deliver the best customer experience, the most complete portfolio of products and merchandise, and Ready Now-type customer service from the most talented, best-trained people in the business.”
While this is a great accomplishment and one that we are very proud of, we will remain focused and working hard to continue to bring you the best customer experience.