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Fire14 · 01-27-2005, 12:07 AM

T-Mobile tops customer care survey
T-Mobile again earned the highest marks among the major wireless carriers in Vocal Laboratories' most recent SectorPulse report. This quarterly report measures the quality of customer care in the wireless industry.

T-Mobile earned an "A" for Caller Satisfaction, with Verizon and Cingular tying for second place earning "B's". For Call Completion, T-Mobile received a "B" with callers obtaining the information they wanted on the first call, as compared to Verizon Wireless and Cingular each receiving "C's" in this category.

Cingular was the most improved carrier moving up a grade in each category from the previous quarter.

Other results included in this study:

-- AT&T Wireless (now merged into Cingular) received a "D" in Caller Satisfaction and a "B" in Call Completion

-- Sprint PCS (NYSE: PCS) received a "D" in Caller Satisfaction and scored a "C" in Call Completion.

"The most surprising drop was Verizon," said Peter U. Leppik, CEO of VocaLabs. "T-Mobile is leading the mobile phone carriers in customer service. According to our data, we are still seeing many of the same customer service complaints such as difficulty in connecting to an agent, long hold times, and automated systems which are difficult to navigate," said Leppik.

VocaLabs asked study participants to provide details on their customer service experiences. Difficulty connecting to a live customer service agent continued as the most frequent complaint. One study participant shared his frustration and commented, "I hate all these menus -- they need to make the first option "talk to a live person" and go from there."

Data in this report were gathered between September 2004 and December 31, 2004.

Posted on 26-01-2005

Read this article on the web at: www.cellular-news.com/story/11803.shtml

bobolito · 01-27-2005, 12:12 AM

This just re-affirms my concerns about Consumer Reports and their misinformation campaign.

larry · 01-27-2005, 4:16 AM

I believe that Consumers Reports has permanently placed Sprint in the cellar on any ratings comparison whether or not they actually deserve it. No matter what Sprint does to improve they will never acknowledge it. Come on...a C in call completion??? Where are they testing it? In cow country Wyoming?

And a 'D' in caller satisfaction??? Of course If someone calls in and complains that they have poor coverage in their house Sprint is not going to be able to solve that. But neither can any other carrier.

Fire14 · 01-27-2005, 10:57 AM

Quote:

Originally Posted by larry

I believe that Consumers Reports has permanently placed Sprint in the cellar on any ratings comparison whether or not they actually deserve it. No matter what Sprint does to improve they will never acknowledge it. Come on...a C in call completion??? Where are they testing it? In cow country Wyoming?

And a 'D' in caller satisfaction??? Of course If someone calls in and complains that they have poor coverage in their house Sprint is not going to be able to solve that. But neither can any other carrier.

That is how they are with any company that isn't Verizon. It's a sad but true fact that every other company always get's bad marks with Consumer reports, I still would like to know who they survey & how often they survey different people.

bobolito · 01-27-2005, 11:07 AM

Larry, this survey was not from Consumer Reports.

But I see what you're saying. It looks like what CR is doing is recycling the same data from years ago and re-issuing articles every year about the same thing. Shame on them!

azcellphonejunkie · 01-27-2005, 11:49 AM

This stuff seems so arbitrary. I actually had an easier time working with the Sprint CSR's than T-Mobile. Both seemed to want to help, but I thought Sprint got the job done faster and better.

larry · 01-27-2005, 2:46 PM

Quote:

Originally Posted by bobolito

Larry, this survey was not from Consumer Reports.

But I see what you're saying. It looks like what CR is doing is recycling the same data from years ago and re-issuing articles every year about the same thing. Shame on them!

Yes that's exactly what they are doing. Recycling data from 1999.

Andy · 01-28-2005, 11:22 AM

Well i guess this is good for t-mo. they can put this all over their ads now in order to gain more customers. Here in the newspaper with their ads they put their j.d. power awards all over, they were pictures huge in their ads to draw attention to them.

larry · 01-28-2005, 3:20 PM

Sprint uses their JD Power award for the West Region in their newspaper ads here as well.

azcellphonejunkie · 01-28-2005, 3:26 PM

Quote:

Originally Posted by larry

Sprint uses their JD Power award for the West Region in their newspaper ads here as well.

What award did they win for the Western Region again?

larry · 01-28-2005, 5:30 PM

Quote:

Originally Posted by azcellphonejunkie

What award did they win for the Western Region again?

Best call quality award.

azcellphonejunkie · 01-28-2005, 5:38 PM

Quote:

Originally Posted by larry

Best call quality award.

Got it. It is well deserved too, Sprint generally has excellent call quality. I can tell when I am talking to people on Sprint phones, they sound great!

01-27-2005, 12:07 AM	#1 (permalink)
Fire14 Easy,Cheap & Sleazy Join Date: Sep 2002 Location: Union County NJ Posts: 8,331 Phone(s): Razr V3xx, enV, Adventure, 6010 Provider(s): AT&T, Verizon, T-Mobile ToGo Thanks: 0 Thanked 0 Times in 0 Posts Images: 293 My Auctions	T-Mobile again tops CC survey, Verizon & Cingular tie T-Mobile tops customer care survey T-Mobile again earned the highest marks among the major wireless carriers in Vocal Laboratories' most recent SectorPulse report. This quarterly report measures the quality of customer care in the wireless industry. T-Mobile earned an "A" for Caller Satisfaction, with Verizon and Cingular tying for second place earning "B's". For Call Completion, T-Mobile received a "B" with callers obtaining the information they wanted on the first call, as compared to Verizon Wireless and Cingular each receiving "C's" in this category. Cingular was the most improved carrier moving up a grade in each category from the previous quarter. Other results included in this study: -- AT&T Wireless (now merged into Cingular) received a "D" in Caller Satisfaction and a "B" in Call Completion -- Sprint PCS (NYSE: PCS) received a "D" in Caller Satisfaction and scored a "C" in Call Completion. "The most surprising drop was Verizon," said Peter U. Leppik, CEO of VocaLabs. "T-Mobile is leading the mobile phone carriers in customer service. According to our data, we are still seeing many of the same customer service complaints such as difficulty in connecting to an agent, long hold times, and automated systems which are difficult to navigate," said Leppik. VocaLabs asked study participants to provide details on their customer service experiences. Difficulty connecting to a live customer service agent continued as the most frequent complaint. One study participant shared his frustration and commented, "I hate all these menus -- they need to make the first option "talk to a live person" and go from there." Data in this report were gathered between September 2004 and December 31, 2004. Posted on 26-01-2005 Read this article on the web at: www.cellular-news.com/story/11803.shtml __________________ Laugh Uncontrollably... It clears the mind

01-27-2005, 12:12 AM	#2 (permalink)
bobolito iPhone 3G 16GB (White) Join Date: May 2002 Location: New Sanfrakota Posts: 12,398 Phone(s): iPhone 3G, RAZR V9, Sierra 875 3G Aircard, HP iPaq Classic 110 Provider(s): AT&T Mobility Devices: WiFi cards/Access points Thanks: 3 Thanked 11 Times in 10 Posts Images: 50 My Auctions	Re: T-Mobile again tops CC survey, Verizon & Cingular tie This just re-affirms my concerns about Consumer Reports and their misinformation campaign. __________________

01-27-2005, 4:16 AM	#3 (permalink)
larry Go Angels! Join Date: Oct 2001 Location: Orange County, CA Posts: 12,954 Phone(s): LG Rumor Provider(s): Sprint Thanks: 17 Thanked 16 Times in 15 Posts Images: 146 My Auctions	Re: T-Mobile again tops CC survey, Verizon & Cingular tie I believe that Consumers Reports has permanently placed Sprint in the cellar on any ratings comparison whether or not they actually deserve it. No matter what Sprint does to improve they will never acknowledge it. Come on...a C in call completion??? Where are they testing it? In cow country Wyoming? And a 'D' in caller satisfaction??? Of course If someone calls in and complains that they have poor coverage in their house Sprint is not going to be able to solve that. But neither can any other carrier.

01-27-2005, 11:07 AM	#5 (permalink)
bobolito iPhone 3G 16GB (White) Join Date: May 2002 Location: New Sanfrakota Posts: 12,398 Phone(s): iPhone 3G, RAZR V9, Sierra 875 3G Aircard, HP iPaq Classic 110 Provider(s): AT&T Mobility Devices: WiFi cards/Access points Thanks: 3 Thanked 11 Times in 10 Posts Images: 50 My Auctions	Re: T-Mobile again tops CC survey, Verizon & Cingular tie Larry, this survey was not from Consumer Reports. But I see what you're saying. It looks like what CR is doing is recycling the same data from years ago and re-issuing articles every year about the same thing. Shame on them! __________________

01-27-2005, 11:49 AM	#6 (permalink)
azcellphonejunkie The Cell Phone Junkie Join Date: Jan 2002 Location: Cave Creek, AZ Posts: 2,828 Phone(s): Treo 750, HTC Diamond, BB Pearl, iPhone Provider(s): ATT\|Prior: SPCS, Alltel, T-Mble, Nextel, Verizon Devices: Acura GPS, iPAQ rx3100, Bluetooth Thanks: 1 Thanked 10 Times in 6 Posts My Auctions	Re: T-Mobile again tops CC survey, Verizon & Cingular tie This stuff seems so arbitrary. I actually had an easier time working with the Sprint CSR's than T-Mobile. Both seemed to want to help, but I thought Sprint got the job done faster and better.

01-28-2005, 11:22 AM	#8 (permalink)
Andy Join Date: May 2003 Location: Campione, Italy Posts: 10,285 Phone(s): HTC 6900 Touch, Motorola RAZR V3i Provider(s): VZW, Vodafone D2, Solomo, Swisscom Mobile Thanks: 0 Thanked 3 Times in 3 Posts Images: 130	Re: T-Mobile again tops CC survey, Verizon & Cingular tie Well i guess this is good for t-mo. they can put this all over their ads now in order to gain more customers. Here in the newspaper with their ads they put their j.d. power awards all over, they were pictures huge in their ads to draw attention to them.

01-28-2005, 3:20 PM	#9 (permalink)
larry Go Angels! Join Date: Oct 2001 Location: Orange County, CA Posts: 12,954 Phone(s): LG Rumor Provider(s): Sprint Thanks: 17 Thanked 16 Times in 15 Posts Images: 146 My Auctions	Re: T-Mobile again tops CC survey, Verizon & Cingular tie Sprint uses their JD Power award for the West Region in their newspaper ads here as well.

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