JD Power and Associates released their 2007 prepaid wireless customer satisfaction results yesterday and to no surprise Virgin Mobile was on top! Also this being the second year for the study, the customer satisfaction results seemed to be much improved over 2006 numbers. The reason for the improvement was mostly due to much more attractive plan offerings and better pricing.
Virgin Mobile won the top spot for the second year in a row followed by at&t GO Phone, Boost Mobile and T-Mobile To Go.
While this report mostly grades service providers based on a few key service and pricing issues it also includes a few nice industry related statistics which I thought may be of interest to everyone here:
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- Prepaid users spend an average of $38 when purchasing additional airtime. Comparatively, the average monthly service cost for typical postpaid customers is $71.
- Prepaid customers report using 218 minutes per month, less than one-half as much as postpaid customers, who average 528 minutes per month.
- Approximately 59 percent of prepaid phones that are prepackaged with minutes are purchased from retail stores, while an additional 25 percent of customers report purchasing a prepackaged phone via the Internet. Approximately 16 percent of customers purchase activated minutes cards separately from their cell phones.
- The percentage of prepaid customers who use a card provided by their local retailer to purchase additional airtime minutes is equal to the percentage of customers who use the provider's Web site to do so
- 36 percent. Thirteen percent of prepaid customers use their handsets to purchase additional minutes in 2007, which has increased from 10 percent in 2006."
To read more about the survey and read the whole piece from the above quote, go to JD Power web site
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