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Vocalabs' 2014 Survey Shows T-Mobile Has Highest Satisfaction with Customer Service CallsIn 2014, T-Mobile (News - Alert) had the highest satisfaction with customer service calls of the nine communications service companies included in the National Customer Service Survey, Vocalabs' ongoing study tracking customer service quality at major consumer-oriented companies. Based on telephone interviews conducted immediately after a customer service call, AT&T (News - Alert) scored the highest in Company Satisfaction, Willingness to Recommend the company to a friend, and Willingness to Subscribe Again; while T-Mobile also led the pack for Ease of Reaching a Person and customers' satisfaction with the automated phone system (IVR). At the other end of the scale, in 2014 either Comcast (News - Alert) or Time Warner occupied the bottom slot in five of nine key metrics including Company Satisfaction, Agent Satisfaction, and Willingness to Recommend. "Comcast's performance in 2014 represents a degree of improvement from last year," commented Peter Leppik, CEO of Vocalabs. "In our 2013 survey the company was in last place in eight of our nine metrics. But with the pending merger of Comcast and Time Warnr, we don't see how combining the two lowest-scoring companies in our survey is likely to lead to a better customer service experience." An Executive Summary of The National Customer Service Survey of Communications Services is available to the public for download at http://www.vocalabs.com/published-research. This report includes statistics comparing survey scores for AT&T, CenturyLink, Comcast, DirecTV, Dish Network, Sprint (News - Alert), T-Mobile, Time Warner Cable, and Verizon.
About the National Customer Service Survey To subscribe to the full data set, contact Vocalabs at [email protected], 612-235-5713.
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