• August 3, 2011

Verizon and Sprint Top Mobile Phone Customer Service Survey

Verizon and Sprint beat AT&T and T-Mobile in customer service, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories (Vocalabs).

In telephone interviews conducted immediately following a customer service call during the three months ending June 30, 66 percent of Verizon customers were "very satisfied" with the experience, and Sprint garnering 64 percent &"very satisfied." This compares to the 56 percent of AT&T and 60 percent of T-Mobile customers who gave their service experiences the top rating.

Sprint made impressive service gains during 2010, moving from the bottom of Vocalabs' rankings in 2009 to being statistically tied with Verizon in many key metrics. These gains appear to have leveled off in 2011, however, with many of Sprint's scores in the June quarter effectively unchanged or slightly below the statistics from the end of 2010.

'Sprint succeeded in turning around what had been lack-luster customer service performance in our survey, and it is paying dividends. Over the past year, our survey shows overall customer satisfaction with Sprint up eight points, and leading among the four national mobile phone companies," said Peter Leppik, CEO of Vocalabs. "Now the company needs to maintain and extend those gains, and not slide back to where it was two years ago."

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