Virigin Leads Customer Satisfaction for Prepaid

[Barry]

Virgin Mobile USA are doing well in the prepaid world coming out at the top of a customer satisfaction survey from J.D. Power & Associates. The rankings covered mobile virtual network operators and traditional wireless operators.

The survey examined responses from about 4,000 current prepaid wireless customers on their experience in seven aspects of service: call quality, company image, cost of service, account management, initial activation, service plan options and customer service.

Virgin Mobile USA performed well across all of the categories and earned the highest score of 751 on J.D. Power’s 1,000-point scale. The survey concluded that Virgin Mobile USA did particularly well on initial account activation and customer service.

Verizon Wireless’ prepaid Inpulse service ranked second with a score of 736. The wireless operator did best in the call quality and company image segments. The survey also concluded that prepaid users typically spend $37 on airtime per month, and use about 208 minutes per month. Two-thirds of prepaid phones are purchased from stores with minutes included, while almost 20 percent of sales occur via the Internet.

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