Customer Experience Index 2010: Wireless Service Providers

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the six wireless service providers on the list. TracFone Wireless took the top spot, although the wireless providers overall fell below many other industries. Sprint came in at the bottom for the third consecutive year, but its rating jumped considerably over the previous CxPi. Because a modest improvement in customer experience can generate hundreds of millions of dollars in incremental revenue, wireless service providers should accelerate their journeys to Experience-Based Differentiation (EBD) in 2010.