August 11, 2011
Sprint Ranked Highest among Full-Service Providers in J.D. Power and Associates Wireless Purchase Experience Study in a Tie
Sprint continues to offer customers an exceptional experience with 14 consecutive quarters of improvements in customer care
OVERLAND PARK, Kan. (BUSINESS WIRE), August 11, 2011 - Today, Sprint (NYSE: S) was ranked by J.D. Power and Associates highest among full-service providers in a tie in its Wireless Purchase Experience Study, Volume 2. The Wireless Purchase Experience Study analyzes evaluations from customers who have had an in-store, phone or Web wireless sales experience during the previous six-month period. Overall customer satisfaction with major wireless carrier-branded stores is based on six factors: sales staff, phone reps, website, price and promotion, cost of service and store facility. According to J.D. Power and Associates, Sprint led the industry in its website buying experience.
In part, that improvement has been a result of Sprint’s steadfast focus on improving the customer experience in its retail stores. The Ready Now program is one of the key enhancements Sprint implemented in its stores nationwide. With Ready Now, Sprint retail associates work one-on-one with customers to personalize their phone, set up all of its features, and demonstrate how it works before they leave the store. With the continued growth of smartphones, it is important to take the time to explain to customers how to get more from their wireless devices.
In addition to Ready Now, customers benefit from the following:
- Integrated sales channels giving customers the ability to shop for select phones online and pick-up in store.
- Locate a store on Sprint.com and make an appointment online to visit their store of choice and receive Ready Now service.
- Launched the ability for customers who buy Sprint products through telesales or the Web to return them to any company-owned store, making it easier and more convenient for customers. It also reduces the risk of buying the wrong phone.
- 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.
- Ability to return the device within 30-days at no charge with the Sprint Free Guarantee.
- In-store full-service triage and repair to reduce the need to send phones out for repair.
“We are pleased to see that the hard work of our retail employees and commitment to offering all customers an exceptional retail experience is being recognized,” said Jaime Jones, senior vice president-Consumer Sales, Sprint. “Hiring, training and a commitment to employee development, along with Ready Now, a variety of devices and great value pricing are a few of the key factors that have made customers come to Sprint and stay with us. We will continue to make customer satisfaction our top priority.”
Today’s J.D. Power and Associates study also shows the satisfaction customers have with Sprint’s website. The Sprint website purchase experience ranked significantly above the segment average among all the other major carriers.
Since 2010 Sprint.com has seen record-setting demand for online transactions, with tens of millions of visits each month. To further improve the online purchase experience for customers, Sprint rolled out a new online store in early 2011 after months of testing and reviewing by Sprint customers. The candid feedback directly from Sprint customers about the site helped to ensure that Sprint launched the tools and functionality visitors to the site would need when shopping online.
The new and improved features and functionality on Sprint.com now include being able to:
- Scan and compare service plans side-by-side, and change plans and add-ons right in the online store.
- Filter phones by 45 different features, such as style, price, operating system and special deals.
- Investigate devices based on customer and expert ratings and reviews.
- Receive simple step-by-step guidance as customers assemble their wireless package.
"Sprint’s website is a critical initial touch point in the shopping process for customers,” said Mike Cooley, Sprint vice president-Online Channels and New Ventures. “Customers shopping online want to be able to easily navigate the site, make informed purchasing decisions about wireless devices and service plans, and conduct transactions quickly and easily.”
Sprint is the only national wireless carrier to offer truly unlimited data for phones. Sprint’s Everything Data 450 plan with Any Mobile, AnytimeSM includes unlimited Web, texting and calling to and from any mobile in America while on the Sprint network, for just $69.99 per month plus required $10 per month Premium Data add-on charge for smartphones. (Pricing excludes taxes and surcharges.)
Earlier this year, Sprint was recognized as a J.D. Power 2011 Customer Service Champion - one of only 40 companies to have earned this distinction.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About Sprint Nextel
Sprint Nextel offers a comprehensive range of wireless and wireline communications services bringing the freedom of mobility to consumers, businesses and government users. Sprint Nextel served more than 52 million customers at the end of 2Q 2011 and is widely recognized for developing, engineering and deploying innovative technologies, including the first wireless 4G service from a national carrier in the United States; offering industry-leading mobile data services, leading prepaid brands including Virgin Mobile USA, Boost Mobile, and Assurance Wireless; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. Newsweek ranked Sprint No. 6 in its 2010 Green Rankings, listing it as one of the nation’s greenest companies, the highest of any telecommunications company. You can learn more and visit Sprint at www.sprint.com or www.facebook.com/sprint and www.twitter.com/sprint.
Kristin Wallace, 404-649-8222