T-Mobile finishes first in latest J.D. Power Wireless Purchase Experience report


After coming out on top in J.D. Power’s Wireless Purchase Experience study at the start of 2018, T-Mobile has once again finished first in J.D. Power’s report.

J.D. Power today released its 2018 U.S. Wireless Purchase Experience study, which examines customer purchase experience when they use one of three channels: phone calls, a retail store, or a website. The purchase experience satisfaction is measured in store sales representative, website, offerings and promotions, phone sales representative, store facility, and cost of service. This latest study was performed from January to June 2018.


When it comes to the four major U.S. carriers, T-Mobile put up the highest score, finishing with a total of 854 points out of 1,000. That’s one point less than the score T-Mo earned in the previous report. AT&T’s score was 839, Verizon’s was 835, and Sprint rounded things out with 817 points.


On the prepaid side, Cricket Wireless finished first with a score of 857 points, up from its third place finish with 849 points earlier this year. MetroPCS came in second with 843 points, down from 858 points in the previous report. Both Boost Mobile and Virgin Mobile finished with 835 points.

J.D. Power’s report also found that customers who purchase from a non-carrier store are less satisfied than those who purchase at a carrier-owned store, yet one-third of wireless customers make purchases at non-carrier stores. Another tidbit worth mentioning is that Amazon accounts for 31 percent of all online purchases of devices and plans. Finally, J.D. Power says that customers find non-carrier websites easier to navigate and place an order on compared to carrier websites, with two-thirds of customers who use carrier websites saying that they require a lot of effort to make a purchase.

Source: J.D. Power

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  • g2a5b0e

    I love T-Mobile, but does anyone else notice that the difference in these numbers isn’t all that great? The difference between 85.4% (T-Mobile at the top) & 81.7% (Sprint at the bottom) is not even considered to be statistically significant in math terms. I’m very curious as to what the methodology is for gathering & computing these numbers.

    • Jason Caprio

      I was thinking the same thing. It says it’s a 1000 point scale. Lets make it a 1 – 10 scale:

      T-Mobile – 8.5
      AT&T – 8.4
      Verizon – 8.4
      Sprint – 8.2

      I’m sure these differences are all within a margin of error so I call it a 4-way tie. Meaningless article.

    • riverhorse

      Two things to keep in mind though:
      1. The coverage %/# is trending up.
      2. Lower pricing.

      So even if at a snail’s pace, in a year or 2 or 3 we’ll be significantly ahead, while paying less.
      Just a few years ago we were considerably behind.
      The trend favors us as we get older.

  • riverhorse

    And T-Mobile is also #1 in Troll attacks:
    no one else gets mofo’d like Tmo- Tmofo.

  • nearvanaman

    Well maybe I’m in the “143” part of this survey. I have posted this message a few times in different contexts but I’m, to this day, still amazed by the experience.

    I tried to buy a Note 8 at a store last November when they knocked 100 bucks off it. They got it from the back, did some clickity-clack on their register, and told me it would be (something like) $138 today. I was puzzled and I said “No, I want to buy it.”. Honestly, it was like I’d asked for something outrageous.

    They said they were not authorized to process a credit card transaction for that much money but I could buy it on 24 monthly installments and, hey, I could always buy online.

    This was a “retail” store.

    I went home and bought a Pixel 2 XL that night.

    • g2a5b0e

      Not that I doubt the validity of your story, but if you wanted the Note 8, why didn’t you just buy that when you got home?

      • nearvanaman

        It was sort of an (expensive) impulse buy. I’d had idle battery drain experiences with Tmo Note 4 and 5 so I was a little iffy about getting another carrier-branded Note. But actually being able to buy it then and not have to wait for it to be shipped tempted me. When I got home and spoke to a pal, he swore to me that I’d love the Pixel 2 XL. In fairness, I used to burn through 4 or 5 phones a year but I still use the Pixel nine months later!

  • Nobody Special

    F a k e * Ne w s