EDEN PRAIRIE, Minn.-T-Mobile USA Inc. bested two-time winner Verizon Wireless in a recent report on customer care quality. T-Mobile achieved an A ranking in caller satisfaction and a B in call completion, while Verizon Wireless slipped to a B in both categories.
Cingular Wireless L.L.C. was third in the study with a C in caller satisfaction and a B in call completion, while its merger target AT&T Wireless Services Inc. received a D in caller satisfaction and a C in call completion. Sprint PCS received Ds in both categories. Nextel Communications Inc. was not included in the study.
Common problem areas reported across carriers included difficulty in connecting to an agent, long hold times and automated systems that were difficult to navigate.
“T-Mobile was the clear leader in this most recent report, achieving a significantly lower frustration level than the other companies,” said Peter U. Leppik, chief executive officer of VocaLabs, which conducted the survey. “While T-Mobile’s automation rate was a little lower than Verizon, T-Mobile ranked highest in caller satisfaction and call completion.”
Data in the report was gathered between April 10 and June 30. VocaLabs’ SectorPulse reports compare the customer service quality for different companies in the same industry, using data and call recordings from the companies’ customers.
