MINNEAPOLIS-Verizon Wireless topped Vocal Laboratories Inc.’s quarterly customer service survey for the fourth quarter.
The carrier maintained its top position but slipped slightly from an overall caller satisfaction grade of A to B. Verizon held its B rating in the single-call-completion category.
T-Mobile USA Inc. and Cingular Wireless L.L.C. both maintained their B rating for caller satisfaction but dropped to Cs for call completion. Sprint Nextel Corp. remained unchanged with C ratings for caller satisfaction and D ratings for call completion.
“While overall performance remains lackluster, the quality of customer satisfaction among these carriers has improved over the last two years by a statistically significant amount and a greater percent of calls are now being handled entirely by automated systems,” said Peter Leppik, chief executive officer of VocaLabs. “But there are notable inconsistencies among the four companies which indicate that some are dong a better job of delivering quality service while keeping expenses manageable.”
