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Verizon and Sprint Top in Mobile Phone Customer Service Quality

August 02, 2011

Vocal Laboratories (Vocalabs) announced the results of the latest study on phone-based customer service quality.

The results show that Verizon and Sprint have beaten AT&T and T-Mobile in customer service. The results are based on telephone interviews conducted immediately following a customer service call during the three months ending June 30, 2011.

According to the survey, 66 percent of Verizon customers were “Very Satisfied” with the experience, whereas 64 percent of Sprint customers reported they are “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.

According to Vocalabs, Sprint has made impressive service gains during 2010. The service provider has improved on several key metrics to be statistically tied with Verizon. Sprint was rated lower in 2009 Vocalabs metrics. However, in Q4 2010 study, 71 percent of Sprint customers said they were "Very Satisfied" with the call, up 11 percentage points from Q4 2009.

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, according to Vocalabs officials.

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

Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.

Edited by Rich Steeves