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T-Mobile again tops CC survey, Verizon & Cingular tie

Discussion in 'Wireless News' started by Fire14, Jan 26, 2005.

  1. Fire14

    Fire14 Easy,Cheap & Sleazy
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    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
     
    #1 Fire14, Jan 26, 2005
  2. bobolito

    bobolito Diamond Senior Member
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    This just re-affirms my concerns about Consumer Reports and their misinformation campaign. ;)
     
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    #2 bobolito, Jan 26, 2005
  3. larry

    larry Sprint loyalist and former mod
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    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. :rolleyes:
     
    #3 larry, Jan 27, 2005
  4. Fire14

    Fire14 Easy,Cheap & Sleazy
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    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.
     
    #4 Fire14, Jan 27, 2005
  5. bobolito

    bobolito Diamond Senior Member
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    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!
     
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    #5 bobolito, Jan 27, 2005
  6. azcellphonejunkie

    azcellphonejunkie The Cell Phone Junkie
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    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.
     
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    #6 azcellphonejunkie, Jan 27, 2005
  7. larry

    larry Sprint loyalist and former mod
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    Yes that's exactly what they are doing. Recycling data from 1999. :rolleyes:
     
    #7 larry, Jan 27, 2005
  8. Andy

    Andy Diamond Senior Member
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    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.
     
    #8 Andy, Jan 28, 2005
  9. larry

    larry Sprint loyalist and former mod
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    Sprint uses their JD Power award for the West Region in their newspaper ads here as well. :)
     
    #9 larry, Jan 28, 2005
  10. azcellphonejunkie

    azcellphonejunkie The Cell Phone Junkie
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    What award did they win for the Western Region again?
     
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    #10 azcellphonejunkie, Jan 28, 2005
  11. larry

    larry Sprint loyalist and former mod
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    Best call quality award.
     
    #11 larry, Jan 28, 2005
  12. azcellphonejunkie

    azcellphonejunkie The Cell Phone Junkie
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    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!
     
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    #12 azcellphonejunkie, Jan 28, 2005
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