Virgin Canada Takes Top Customer Service Rank

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Virgin Mobile Canada in 10 months of service Virgin Mobile is the number one prepaid mobile service provider for customer service, service plan options, cost of service and call quality. According to a press release issued by J.D. Power and Associates, "Service plan options are most important to pre-paid service customers (at 32%), followed by customer service, cost of service and call quality. Virgin Mobile ranks highest, receiving segment-leading scores in all four factors, and exceptionally high ratings for customer service."

Virgin Mobile took the number one position against its larger and more established rivals in all categories in the prepaid segment within the study:

Customer service

- Virgin Mobile ranks highest in customer service satisfaction with
a score of 842 out of 1,000, almost 200 points more than the
nearest competitor;

Service plan options

- Virgin Mobile again ranked highest for the category of service
plan options, which looked at timely communication, flexibility of
switching, variety of plans and service options, with a score of
713;

Cost of service

- Virgin Mobile received consistent scores across all factors (per
minute, text message, LD/Roaming, additional services and features
and top up) for a score of 710;

Call quality

- The call quality score of 772 looked at coverage, place/receive
calls for local, long distance and roaming, and notification of
messages.

In addition, the study indicated that 95% of Virgin Mobile customers definitely would, or probably would, recommend their service to others, compared to an average of 79% for the industry. The 2005 Canadian Wireless Customer Satisfaction Study is based on responses from 5,000 mobile users who have been with their service provider
for more than one month. The study also analyses the purchase intent from an additional 1,000 consumers who are not currently using a mobile phone, but intend to purchase one within 12 months.