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American Customer Satisfaction Index Survey Shows Sprint as Customer Satisfaction Leader

June 18, 2010

According to the results of the 2010 American Customer Satisfaction Index, over the last two years, Sprint has been declared "the most enhanced company in delivering customer satisfaction, across all industries."

"Sprint has made improving the customer experience our top priority, and the ACSI index improvement is one more validation that we are achieving this goal," said Dan Hesse, the CEO of Sprint. "We have focused on improving customer care, enhancing the value of the retail experience by introducing our "Ready Now" device set-up and education service, and by simplifying our rate plans through innovations like Simply Everything and Any Mobile, Anytime."

The improvement of Sprint was determined in parts by significant gains in two aspects of the survey. In the aspect of customers' perceptions of value, Sprint is ahead of both AT&T and Verizon. 

Sprint has also seen an impressive improvement in the area of customer loyalty. Adding these gains, Sprint's total ACSI score moved up by 14 points over the last two years. During the last six years of the ACSI survey, no other company has seen such an improvement in its satisfaction score in just a two-year period.
In a release, Carl Howe the director of Consumer Research at Yankee Group said, "With Sprint reducing its operational costs, improving customer satisfaction, and differentiating itself in its marketing, we believe that it will rebound this year more strongly than most people expect. In addition to its offerings of 4G services and iconic handsets such as the new HTC EVO 4G, we see consumers returning to Sprint for one very old-fashioned reason: Sprint's working hard to earn their business."

The ACSI is a national economic indicator projecting customer evaluations on the quality of various products and services which are available to household consumers in the United States. In general ACSI score accounts for scores from more than 200 companies spread over 44 industries and from government agencies over a period of the previous four quarters.

Sprint Nextel is the provider of a complete range of wireless and wireline communications services, enabling the consumers, businesses and government users, to enjoy the freedom of mobility.

Calvin Azuri is a contributing editor for ContactCenterSolutions. To read more of Calvin's articles, please visit his columnist page.

Edited by Marisa Torrieri