Cricket Wireless is a prepaid wireless service provider in the United States. Cricket Wireless offers voice, text, and data and is a wholly owned subsidiary of AT&T. Cricket Wireless was founded in 1999 by Leap Wireless International, Inc. On July 12, 2013, AT&T Inc. agreed to acquire Cricket's parent company Leap Wireless International for $1.2 billion. The merger was approved by the Federal Communications Commission on March 13, 2014, and later that same day, Leap Wireless announced the completion of its acquisition by AT&T.
|Key people||Glenn Lurie (CEO) John Dwyer, President Janna Ducich, VP and CMO George Cleveland, VP of customer operations|
|Founded||March 17, 1999; 18 years ago (1999-03-17) Chicago, Illinois, U.S.|
|Products||Mobile phones, Tablets, Mobile broadband devices|
|Parent||Leap Wireless (1999–2014) AT&T (2014–present)|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Telecommunications / Wireless Carrier is 28.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Cricket sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Cricket with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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