AT&T leads in customer service as Sprint, T-Mobile lose ground
ATT took the lead in customer service quality in the last three months of 2011 as Sprint and T-Mobile lost ground, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs).
In telephone interviews conducted immediately following a customer service call during the three months ending December 31, 2011, 69% of ATT customers surveyed were “Very Satisfied” with the experience, up from 65% a year ago.
Fifty-nine percent of Sprint customers gave the experience their top rating, down 12 points from the end of 2010; while T-Mobile posted a 17-point drop to end 2011 at 48% “Very Satisfied.” Verizon was effectively unchanged at 60% satisfaction.
“When companies get distracted, or focus on only one part of their customer experience or product portfolio, the overall customer experience can suffer. We will be watching Sprint and T-Mobile in 2012 to see if they can recover the ground lost in 2011.”
“Providing a consistently high-quality customer service experience requires ongoing commitment and focus throughout an organization,” said Peter Leppik, CEO of Vocalabs.
“When companies get distracted, or focus on only one part of their customer experience or product portfolio, the overall customer experience can suffer. We will be watching Sprint and T-Mobile in 2012 to see if they can recover the ground lost in 2011.”
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© 2012, TechJournal South. All rights reserved.
Tags: ATT, customer service quality survey of wireless providers, Sprint, T-Mobile, Verizon, Vocalabs
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Article source: http://www.techjournalsouth.com/2012/02/att-leads-in-customer-service-as-sprint-t-mobile-lose-ground/
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