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?