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 to the site on 26th January 2005