Verizon Wireless again was singled out for superior customer service quality in Vocal Laboratories Inc.’s quarterly SectorPulse study on the quality of customer service among the industry’s largest wireless operators. The survey uses data and call recordings from carrier customers and feedback on customer service experiences from more than 92,000 individuals.
Verizon Wireless was awarded an A in caller satisfaction and a B in call completion by Vocal Labs in its third-quarter report, which were the same grades the carrier garnered in the second-quarter survey. T-Mobile USA Inc. maintained its close second-place ranking with Bs in both caller satisfaction and call completion, which also were unchanged from the previous quarter.
Cingular Wireless L.L.C. managed a third-place finish in the survey, but was singled out by Vocal Labs for making significant improvements in customer service quality. The carrier remained at a B in caller satisfaction, but improved from a C to a B in call completion, though legacy AT&T Wireless Services Inc. customers reported a C in caller satisfaction and a D in call completion.
“It is interesting how quickly Cingular has improved its service quality and closed the performance gap between itself and the leaders,” said Peter Leppik, chief executive officer of Vocal Labs. “While the difference remains statistically meaningful, the top three carriers are far more equal in customer care than two years ago when we began SectorPulse to monitor customer-service performance.”
Sprint Nextel Corp.’s grades remained unchanged sequentially with a C in caller satisfaction and a D in call completion.
