EDEN PRAIRIE, Minn.-T-Mobile USA Inc. topped Vocal Laboratories’ quarterly report measuring the quality of customer care among wireless carriers during the final three months of 2004.
The Vocal Labs report gave T-Mobile USA an A for caller satisfaction, with Verizon Wireless and Cingular Wireless L.L.C. tied for second place with B’s. Sprint PCS and AT&T Wireless Services Inc., which was recently acquired by Cingular, each posted D’s in caller satisfaction.
T-Mobile USA and AWS tied for the top spot in call completion with B’s, which Vocal Labs noted meant callers were able to obtain the information they wanted on the first call. Verizon Wireless, Cingular and Sprint PCS all garnered C’s in call completion in the survey.
Vocal Labs added that customers surveyed continued to complain most about difficulty in connecting to agents, long hold times, and automated systems that are difficult to navigate.
“One study participant shares his frustration and commented, ‘I hate all these menus-they need to make the first option ‘talk to a live person’ and go from there,” the Vocal Labs report stated.
T-Mobile USA received similar positive consumer compliments as part of a J.D. Power & Associates’ survey released last year.
