Republic Wireless Is #1 In The World!

Republic has been rated #1 in the world – yes, IN THE WORLDout of the top 1,000 telecoms for quality of customer support through email. Republic was recognized by support platform Netomi as reported by Email Insider. We took the gold with a near perfect 99.8 out of 100, well ahead of the silver and bronze medal winners from Indonesia and Malaysia.  This was based on personalization, response time, thoroughness of the answer, as well as showing we care.

(Source: Customer Service Benchmark report by Netomi)

 

Unfortunately, our fellow American telecoms did not represent the good old USA so well.  They averaged only 49.9, and most of them charge a lot more for their service than Republic’s average $20 per month. Republic works over the same networks used by T-mobile and Sprint, but we work harder to treat our members right.


Email support across the globe was pretty dismal. Only 53% of the 1,000 telecom firms had an email that was easy to find, and, of those, 66% ignored the email request. Only 28% responded about opening a new account, as if they did not want your new business.

Despite the overall performance in this category, email is used by over 4 billion people in the world with over 300 million emails sent per day (The Radicati Group). When it comes to marketing and sales, more people prefer Websites, Phone, and Video. As for customer support, Email has become the preferred form of communication.

When it is done well, email support is superior for many reasons. It works on your time and, therefore, is more convenient. You can send an email, get up and do something else, and check back for a response when it works for you. No one likes to wait on hold for a customer service agent who may or may not have the information you need, and many do not like holding a real-time conversation which can drop or get interrupted. Unlike a call or many live chat platforms, email keeps a record that can be referenced later to save time or verify important information. 

At Republic we look at 99.8 and say, “We can do better.” We obsess over treating our members right. That’s why we keep measuring, surveying and listening to our members about how we can improve. 80% of our member support requests are solved with one or two emails, and these resolutions get a 93% satisfaction rating in our member surveys. According to the research from Netomi, only 6% of telecoms cared enough about their email communications to survey their customers’ satisfaction with their efforts. Of course, Republic members can always request a call back from an agent if their issue is not resolved.

If you’re currently a Republic member, always let us know how we’re doing, and please join our community. We will continue to obsess about improving our member support, and we’ll continue innovating new ways for you to save money for better things in life than your cell phone service. If you haven’t signed up for an annual plan with 12 months for the price of 10, you can see the value you get here. And if you haven’t yet, check out Extend Home – our new home phone service that extends you Republic Wireless number to home phones at no extra monthly cost.

If you’re not yet a member, check out our plans. They all include the option of Extend Home and the ability to get 12 months for the price of 10 with an annual plan. Our average member pays only $20 per month, and all plans include the award-winning customer support you just read about in this study. You deserve to be treated better than you probably are now and to save a few bucks while you’re at it. 

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Notable Replies

  1. awolf says:

    That’s nice that RW got such a good rating on email, but what other American cell plans use exclusively email for customer communications? I’m a 6+yr RW member. Email response is good and has gotten better over the years. But it’s not like talking to a live person! Lack of live communication is the main reason I don’t recommend RW for business use.
    Just read 2 articles on best low-cost plans and 10 best MVNOs. RW didn’t place in the first article and was kind of an honorable mention in MNVOs, behind Mint and Ting. Hmmm?
    IMHO, RW is still a good plan, but not the service and price leader it used to be. There is some fearsom competition out there.

  2. Asynchronous communication such as email has its advantages. There are times, it’s more convenient to raise a ticket in the morning say before work, then have an answer waiting when the work day ends.

    At other times, synchronous communication is better. While Republic does not offer a published inbound phone number, it does offer live chat. Additionally, it’s entirely possible to arrange conversation over the phone with a Republic agent though one does first need to open a ticket and request to work over the phone.

    My opinion is quality customer service is more dependent on those delivering it than the method by which it’s delivered. Comcast, after all, publishes an inbound phone number. I’ve yet to have a good experience calling them.

    I’ve experimented with both. Mint does offer attractive pricing for those whose use case involves higher amounts of cell data use. Ting’s pricing model is unique in that it’s truly pay for precisely what one uses. Literally everything is metered including inbound calls and text messages. Neither Mint or Ting offer value added features like Extend Home or Republic Anywhere albeit the latter is no longer actively developed. I’d also mention this Community as a significant Republic advantage. Both Mint and Ting offer forums. Neither of their efforts are anywhere near as robust as this one.

    In terms of customer service, I had a poor experience with Mint. Like Republic, Ting has a deserved reputation for customer service excellence and my customer service experience with Ting was positive. Tucows (Ting’s corporate parent) has recently sold the mobile operation to DISH network, so we’ll see how that goes.

    For me, Republic offers value at what I find to be a fair price. That said, there’s nothing wrong with market competition. As a consumer, I wish strong market competition existed for all the goods and services I purchase.

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