T-Mobile Leads in VocaLabs Satisfaction Study
Vocal Laboratories has published the results of its 13th quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies. During the three months ending Dec. 31, 2006, T-Mobile dropped from an "A" to a "B" in overall caller satisfaction but improved significantly from a "C" to "A" in call completion, a measure of the percent of callers able to complete their business with a single phone call.
Verizon Wireless was close behind, also dropping from "A" to "B" in satisfaction, and improving from a "C" to a "B" in call completion.
Cingular remained only a few percentage points back, earning "B"s in both categories. Sprint improved from "D" scores in both categories to "C"s, but remained in last place.
VocaLabs CEO Peter Leppik comments: "Having tracked these wireless telephone companies for over three years, we see the service quality gap between the carriers continuing to narrow. It is also apparent from past years that the busy holiday season and resulting new service activations create a spike in phone calls to the carriers, partly explaining the drop in caller satisfaction this quarter."
Posted to the site on 12th January 2007
