Verizon and T-Mobile Neck and Neck in VocaLabs Study of Customer Satisfaction

[ComicalMoodyDan]

Wireless Customer Service Improving with Verizon and T-Mobile Neck and Neck in VocaLabs Study of Customer Satisfaction

MINNEAPOLIS--(BUSINESS WIRE)--April 19, 2006--Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its tenth quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies. During the three months ending March 31, 2006, Verizon Wireless (NYSE:VZ) and T-Mobile (Deutche Telekom AG) improved in overall caller satisfaction earning "A" grades. Both companies retained "B" scores in single Call Completion, a measurement of the number of times a customer calls to resolve a single issue.

Cingular (NYSE:T) remained behind, retaining a "B" in Caller Satisfaction and a "C" in Call Completion. Sprint's (NYSE:S) moved from a "C" in Caller Satisfaction to a "B" but still trails in Call Completion with a "D" score.

VocaLabs CEO Peter Leppik comments: "Overall performance 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. But there are notable inconsistencies among the four companies which indicate that some are doing a better job of delivering quality service while keeping expenses manageable."

To learn more, visit www.vocalabs.com. An Executive Summary and complete SectorPulse Wireless data reports are available by subscription. Contact Rick Rappe' at rrappe@vocalabs.com.

About SectorPulse Wireless

VocaLabs' SectorPulse reports compare the customer service quality for different companies in the same industry, using data and call recordings from the companies' customers.

VocaLabs has recruited over 85,000 individuals to provide feedback on customer service experiences, from which we drew the participants for this study. VocaLabs panelists who are customers of one of the companies included in this study were asked to participate by completing surveys before and after the call.

About Vocal Laboratories

Vocal Laboratories delivers statistically reliable feedback on the user friendliness of telephone based customer service whether delivered via traditional call centers or self-service technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. VocaLabs' methodology results in highly accurate data on both technical performance and the impact of service on caller opinions.

http://home.businesswire.com/portal/...86&newsLang=en

[Fire14]

Originally Posted by TNDan21

Wireless Customer Service Improving with Verizon and T-Mobile Neck and Neck in VocaLabs Study of Customer Satisfaction


Cingular (NYSE:T) remained behind, retaining a "B" in Caller Satisfaction and a "C" in Call Completion. Sprint's (NYSE:S) moved from a "C" in Caller Satisfaction to a "B" but still trails in Call Completion with a "D" score.

I am suprised at these 2 result's, from what I hear around here it seems they both should be about the same & closer to Verizon & T-Mobile. I do have to say I haven't had any of these problems when calling CS myself.

But this still goes to show Verizon & T-Mobile are consistent with being the best in Customer service & satisfaction, hopefully the other carriers will start listening & take notes to do the same.