AT&T Takes Top Spot as Sprint, T-Mobile Fall in Mobile Phone Customer Service Survey
MINNEAPOLIS, Feb 02, 2012 (business WIRE) –
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.
“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.”
About This Research The National Customer Service Survey (NCSS)
tracks customer service quality in several industries, using telephone
interviews conducted with a customer immediately after a customer
service experience. Statistics in this press release are based on 8,086
surveys completed between July 2009 and December 2011. The NCSS is
underwritten and conducted by Vocalabs, independently of any of the
companies covered.
Download the Executive Summary by visiting
www.Vocalabs.com/published-research .
To subscribe to the full data set, contact Vocalabs at inquiry@vocalabs.com,
952-941-6580, ext. 201.
About Vocalabs Vocal Laboratories Inc. (Vocalabs)
specializes in building effective customer feedback programs designed to
measurably improve the customer experience. We use a combination of
immediate live interviews and panel research to collect customer
feedback tailored to each client’s business goals. Our reporting tools
serve the entire client organization, from executives to front-line
customer service, and our unique expertise ensures ongoing improvement.
Learn more at
www.vocalabs.com .
Photos/Multimedia Gallery Available:
http://www.businesswire.com/cgi-bin/mmg.cgi?eid=50154474lang=en
SOURCE: Vocal Laboratories Inc.
Vocalabs
Peter Leppik, 952-941-6580, ext. 201
pleppik@vocalabs.com
Copyright business Wire 2012
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Article source: http://www.marketwatch.com/story/att-takes-top-spot-as-sprint-t-mobile-fall-in-mobile-phone-customer-service-survey-2012-02-02
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