Verizon Wireless Remains on Top in Customer Service Study

Vocal Laboratories has published the results of its 16th quarterly SectorPulse study on the quality of customer service among the largest US wireless phone companies. During the three months ending September 30, 2007, Verizon Wireless took the top slot, earning a "B" in Caller Satisfaction and a "B" for Call Completion, a measure of how many callers were able to complete get what they needed in a single call.

T-Mobile earned a "B" for overall Caller Satisfaction and a "D" for Call Completion, while AT&T, formerly Cingular, scored "C's" for both benchmarks.

The survey sample this quarter was insufficient to issue Sprint formal letter grades, but its benchmark scores were in the "D" range for both Caller Satisfaction and Call Completion.

VocaLabs CEO Peter Leppik comments: "The big event in the mobile phone industry this quarter was the introduction of Apple's iPhone, which went on sale at the very beginning of our sample period. We can't say whether that led to changes in our customer service scores, but the overall customer service quality we measured dropped from last quarter. The change we measured could be caused by an overall increase in customer calls, or additional churn as customers change carriers."

Posted to the site on 24th October 2007