Who Wins In a Call Satisfaction Survey?

By: Juan January 25th, 2011

First, take the 4 major cellphone companies in the US – AT&T, Sprint, T-Mobile, and Verizon.  Now, place them head to head in call satisfaction of their customers and pick a winner.

According to the National Customer Service Survey (NCSS), Sprint takes 1st place.  Who was in last place you ask?  It was Verizon.

Sprint made impressive gains in customer satisfaction with customer service in 2010, overtaking Verizon as the industry leader in call satisfaction, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In telephone interviews conducted immediately following a customer service call, 71% of Sprint customers interviewed in Q4 2010 said they were “Very Satisfied” with the call, up 11 percentage points from Q4 2009. AT&T and T-Mobile tied for second place in top-box call satisfaction in the fourth quarter of 2010, while Verizon dropped to fourth place.

Sprint also leads the industry in first call resolution, a key driver of customer service satisfaction. Fifty-eight percent of Sprint customers interviewed in Q4 2010 said their problem was resolved the first time they called, compared to 50% of AT&T and Verizon customers and 52% of T-Mobile customers.

There you have it.  Sprint may need improvements in their Customer Service department but according to this survey, call satisfaction ranked at the top.

Has your experience been on par with these findings?


Filed Under: Sprint News


12 Responses to “Who Wins In a Call Satisfaction Survey?”

  1. BASHBRO on January 26th, 2011 8:54 am


  2. ccchhhrrriiisss on January 26th, 2011 9:54 am

    I have noticed a difference with Customer Service (perhaps over the last six months).

    Too bad this good feeling is offset by recent decisions by Sprint Execs to take away Premier and add a new $10 fee/phone/month to our accounts.

    I imagine that this anger will cause Sprint customers to respond negatively when they call Customer Service reps who don’t have the authority to change it.

  3. Tweets that mention Who Wins In a Call Satisfaction Survey? - Sprint News & Phone Reviews from SprintUsers -- Topsy.com on January 26th, 2011 10:53 am

    […] This post was mentioned on Twitter by SprintUsers.com and Michael Carioti, Greg Lawrence. Greg Lawrence said: Wow, Verizon went from 1st to last! : Who Wins In a Call Satisfaction Survey? http://ow.ly/1s0fmI […]

  4. Wud_e on January 26th, 2011 12:10 pm

    I like how when you call Sprint you don’t get someone in India. Thanks Sprint!

  5. sprintster on January 26th, 2011 1:28 pm

    I’ve been with Sprint for 11 years and I think their Customer Service has improved dramatically over the past two years. CSRs seem much better trained and really seem to try their best to resolve the problem. If Verizon Wireless’ customer service is anything like their local land line customer service (a/k/a Lily Tomlin as Ma Bell), I’ll stick with Sprint hands down.
    Thanks Sprint – keep up the good work.

  6. jonnybb1 on January 27th, 2011 8:30 am

    It seems that Sprint has paid a lot of money since the last survey (that had them ranked 3rd) and they’ve given incentives to reps to focus on improving their customer satisfaction.

    I believe Sprint has done well, but I’m skeptical that they’ll continue with “coaching and development” or spiffs to employees with positive survey feedback for very long. These incentives to motivate reps will not be around all the time, and then you and I will have to endure the 3rd-world communist style of customer (no)service that Sprint has become famous for.

    Believe me this is just a trend that will go away.

  7. stilesja on January 28th, 2011 8:24 am

    I love how when you call Sprint the automated system seems to get you right where you need to be instead of getting someone and then being transfered all over the place. Its also great for quickly paying your bill. It seems like its really there to help you find the right person, rather than just keeping you from reaching a person! Way to go Sprint!

  8. Sgril on January 29th, 2011 2:14 pm

    I think sprint is comperatively better from others.I got some advantage to use it.

  9. Sgril on January 30th, 2011 2:41 pm

    We need to way to go the sprint to find the automated system.It is very nice to hear.

  10. BMGRAHAM on January 30th, 2011 7:14 pm

    Yes I agree, Sprint has certainly improved over the years. I cannot figure out why Sprint doesn’t do better in surveys. HOWEVER I wasn’t impressed that they want me to pay $35 to replace the faulty replacement handset that had arrived three days earlier.

  11. Wud_e on January 31st, 2011 5:57 pm

    “. HOWEVER I wasn’t impressed that they want me to pay $35 to replace the faulty replacement handset that had arrived three days earlier.”

    I’m guessing you are referring to Asurion? I lost my TP2 and thye sent me a refurbed replacement that had KB issues. I called and they sent a brand new one the next day. No cost to me. I’d call them again.

  12. answare on February 2nd, 2011 12:46 pm

    Was this phone their phone contact or chat contact or email contact?

    And for what – their website? On a scale from 1-10, whenever they change their website I give them a zero! It takes them WEEKS to get it fixed when it should have never put ‘out there’ unless it was tested.

    For other questions, like for my account, they told me I did not have a service that has been their for years. They said that feature was not on my account but yet when displayed my account online – it showed it there. Chat person failed! Had to send an email to get that straightened out.

    While the voice & text services get a 9, their customer service overall gets a 3.

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