Verizon and T-Mobile beat AT&T and
Sprint in customer satisfaction
with customer service, according to the latest study on
phone-based customer service quality customer
Laboratories Inc. (Vocalabs).
In 1,142 telephone
interviews conducted immediately following a customer service
call, 66%
of Verizon customers were "Very Satisfied" with the experience,
with
T-Mobile garnering 65% "Very Satisfied." Sixty-three
percent of AT&T and 59% of Sprint customers gave their service
experiences the top rating.
Customer satisfaction at Verizon and T-Mobile can be
attributed to
their superior call resolution rates. Sixty-six
percent of
Verizon and 67% of T-Mobile customers reported that their problems
were
resolved during the call, compared to 64% of AT&T and 63% of
Sprint
customers
This independent research is underwritten and conducted by
Vocalabs on an ongoing basis to benchmark industry trends in
phone-based
customer service quality. Results are for surveys conducted
between July
2009 and February 2010.
"Our research has consistently shown that problem resolution
is
one of the most important factors in driving overall customer
satisfaction and other business goals such as loyalty and
willingness to
recommend," said Peter
Leppik, CEO of Vocalabs. "Verizon and T-Mobile's
superior showing is likely due to their ability to serve
customers'
needs on the call, which overcame other more negative aspects of
their
customer service."
About This Research
The National Customer Service Survey (NCSS)
compares customer service quality for different companies in the
same
industry, using survey data and call statistics from the
companies'
customers. The NCSS is underwritten and conducted by Vocalabs,
independently of any of the companies covered. Current syndicated
research covers computer technical support and mobile phone
customer
service.