December 24, 2008 (updated February 4, 2009)

Customer Experience Index 2008 Snapshot: Wireless Carriers

Alltel Takes The Top Spot Across Six Mobile Carriers

This is the third document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Steven Geller

Executive Summary (This is a document excerpt)

Forrester asked nearly 4,700 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document we examine the six large wireless carriers in the CxPi. Alltel ended up at the top of the list while Sprint was at the bottom for the second year in a row. AT&T was the only carrier to improve its score from last year. Wireless carriers need to break from the pattern of customer experience mediocrity and chart a course to Experience-Based Differentiation (EBD).

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