J.D. Power and Associates announced that Virgin Mobile USA has been ranked the highest of America’s Wireless Prepaid Services for Customer Satisfaction Excellence for the second year in a row. In its 2007 Wireless Prepaid CSI Study, focused specifically on the prepaid or “Pay As You Go” market, J.D. Power and Associates ranked Virgin Mobile highest for Customer Satisfaction over six other carriers in the study.
Overall, Virgin Mobile’s performance excelled in all seven factors that J.D. Power and Associates measured in meeting customers’ wireless service expectations in this very competitive field. Specific strengths of Virgin Mobile USA service cited by respondents were cost of service, account management, initial activation and choice of service plans. Virgin Mobile customers can manage their accounts online, through Customer Care, and directly on handsets.
“From day one, Virgin Mobile has been committed to creating a consistently top-notch wireless experience that fosters high levels of satisfaction among our customers,” said Virgin Mobile USA CEO Dan Schulman. “As a prepaid carrier, we earn our customers’ business each and every day, and our own customer research yields a 94% customer satisfaction rate. Receiving this independent accolade from J. D. Power and Associates for two years in a row demonstrates our vision and our performance.”
Schulman continued: “Our current advertising campaign tells customers ‘You Rule,’ and putting the customer in control has helped us grow to now serve more than 4.8 million customers. That sentiment, along with enhanced handsets, upgraded data services, competitive pricing and our corporate social responsibility activity, are a powerful combination.”
Over 2,900 people in both the teen and adult demographic were surveyed by J.D. Power and Associates earlier this year for the 2007 Wireless Prepaid CSI Study. Companies were evaluated on seven core factors, including call quality, cost of service, brand image, account management, initial activation, service plan options and customer service.
Virgin Mobile’s customer care operation, known as Virgin Mobile At Your Service, handles approximately 50,000 live calls each day. A link to the J.D. Power and Associates release about Virgin Mobile can be found at http://www.jdpower.com/corporate/news/releases/pressrelease.aspx?ID=2007147