J.D. Power rates Net10 highest, notes prepaid savings

J.D. Power and Associates, the company which rates other companies, has released a new survey regarding the prepaid wireless industry. As always, they rate these services based on six factors which they think most important to wireless consumer satisfaction (performance and reliability, cost of service, account management, initial activation, offerings and promotions, and customer service). Topping this list this year was Net10, which was included in the survey for the first time. Quite a strong debut indeed. They put up a score of 774 out of 1,000. Ranking two through six, in order, were Tracfone, Boost Mobile, Virgin Mobile, Alltel, and T-Mobile. All of these ranked above industry average, while the others were apparently left in the dust. The survey also had some findings about prepaid in general.

Unlimited plans have done much to shift the usage of prepaid. While last year 70 percent of users were pay-as-you-go, rather than monthly plan users, that was down to 60 percent this year. Unlimited plans have moved customers to the monthly plan, something prepaid carriers surely value, considering the high level of churn they experience with pay-as-you-go users. Still, pay-as-you-go users seem to have a slightly higher level of satisfaction with their services.

This is reflected in the minutes used. While pay-as-you-go users average 145 minutes per month, monthly users consume an average of 573 minutes per month, mostly owed to unlimited plans.

Still think going to prepaid can’t save you money? An average contract user pays $81 per month for service. The average monthly prepaid user spends $56 per month, while the average pay-as-you-go user spends just $35 per month.

Also note that one area where people complain most about most prepaid services, but specifically Net10 and Tracfone, is customer service. This is weighted the least among J.D. Powers’s criteria. Perhaps if they put more of an emphasis on customer service, different services would rise to the top.

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7 Responses

1. Amanda Daly Says
   

   I have been a loyal NET10 customer for a few years and this is why. They have the best rates, very decent phones, they are real simple to use and the coverage is simply terrific!

   But the fact that they have a no nonsense approach in terms of hidden fees, THAT is really why I love them! Always 10c a minute. No hidden charges, no bills, no EVIL! Yea!

   
   Posted on August 3rd, 2009 at 2:49 pm
2. Jollybird Says
   

   Well done prepaid phones! and as if this wasn’t good enought, thre’s a new plan called STRAIGHT TALK that offers UNLIMITED nationwide anytime calls and texts for just $45 – compare that to AT&T’s 1000 min plan that runs more than $85/mth! And by the way, Tracfone does have awesome customer service.

   
   Posted on August 5th, 2009 at 6:58 pm
3. lance Says
   

   I think that J.D. Powers’s criteria is correct, how often do you really need to call customer service anyway and besides all the cell company’s have poor customer service. I think it’s more important to get good network coverage and service as well as really good prices because I really feel satisfied in my pocket. I use Tracfone because they have the best prices for someone that doesn’t have a phone glued to their ear all the time and they have the best nation wide coverage.

   
   Posted on August 6th, 2009 at 10:54 am
4. Sammy Says
   

   Is this not amazing, you would think going on to contract would save you money.
   Im proud to be prepaid and Net10.
   I save a lot of money, talk and sms a lot (especialy for 10cens a minute and 5cents a text) and always have minutes with the as left over minutes get carried over.
   There service is actualy really great!
   I called for a new phone and everything was sorted out quickly and with ease.
   Net10 prepaid is certainly the answer

   
   Posted on August 13th, 2009 at 3:33 pm
5. Arilys Says
   

   My prepaid Net10 works great for me! I’m not much of a phone person so with the traditional cell phone service plan, I’d be paying for unused minutes. With Net10, the math is simple and there’s no hidden fees.

   
   Posted on August 25th, 2009 at 10:07 pm
6. Marcello Vetlino Says
   

   I’m also a Net10 fan. The 10¢ a minute is a great deal but 15¢ a minute for international calls is also awesome.

   
   Posted on August 29th, 2009 at 8:42 pm
7. Funkey Frank Says
   

   I like Net10′s new unlimited pan for $50. It’s a fine deal so I can talk and text and check my email and never worry about going over. Sweet!

   
   Posted on December 31st, 2010 at 11:10 am

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