MINNEAPOLIS—T-Mobile USA Inc. moved ahead of Verizon Wireless in customer satisfaction, according to a survey by Vocal Laboratories Inc.
The survey draws on the experiences of individuals who provide Vocal Labs with feedback on their customer-service experiences. This was the company’s 11th quarterly SectorPulse study.
T-Mobile USA kept its A grade in customer satisfaction and B in call completion, which according to Vocal Labs is a measure of the percent of callers who are able to complete their business with customer service in a single call. Verizon Wireless, meanwhile, kept its B in completion but dropped from an A to a B in satisfaction, putting it on even footing with Cingular Wireless L.L.C.
Sprint Nextel Corp. stayed in last place among the four national carriers, dropping from a B to a C in satisfaction and holding steady at a D in completion.
“While overall performance among these carriers fell back somewhat this period, each carrier has improved in customer service quality over the last two years by a statistically significant amount; at the same time handling a greater percent of calls entirely by computerized systems,” said Peter Leppik, Vocal Lab’s chief executive officer. “This is consistent with our observation that customers do not mind automated technology for customer service so long as it meets their needs.”
