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Virgin Mobile USA Tops J.D. Power Study
 TMCnet Contributing Editor
The current advertising campaign of Virgin Mobile says to its customers, “YouRule.” J.D. Power and Associates believes the same about Virgin Mobile. According to news reports, Virgin Mobile USA has been ranked the highest of America’s Wireless Prepaid Services for Customer Satisfaction Excellence in a Wireless Prepaid Customer Satisfaction Study conducted by J.D. Power and Associates.
J.D. Power and Associates surveyed more than 2,900 people in both the teen and adult demographic for the 2007 Wireless Prepaid CSI Study. The company asked the respondents to rate the companies on the basis of call quality, cost of service, brand image, account management, initial activation, service plan options and customer service. The factors that made the customers of Virgin mobile were the service cost, initial activation, account management and choice of service plans. The customer service of the company really received a boost as it handles more than 50,000 live calls every day.
Says Virgin Mobile USA CEO Dan Schulman, “As a prepaid carrier, we earn our customers’ business each and every day, and our own customer research yields a 94 percent customer satisfaction rate. Receiving this independent accolade from J. D. Power and Associates for two years in a row demonstrates our vision and our performance”
Virgin mobile believes that putting the customers first has helped the company to add 4.8 million customers to its growing customer data base. The company has been offering new features like online account management either through the customer care service representatives of the company or directly on their handsets.
This is the consecutive second year Virgin Mobile has won this award. The 2007 Wireless Prepaid CSI Study, conducted by J.D. Power and Associates was specifically aimed at the prepaid or “Pay As You Go” market.
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