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AT&T Gaining while Sprint Declines in Customer Service Survey

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AT&T recovered in the quality of customer service while Sprint lost ground, according to the latest study on phone based customer service quality conducted by Vocal Laboratories.

In telephone interviews conducted immediately following a customer service call during the three months ending September 30, 2011, 66% of AT&T customers surveyed were "Very Satisfied" with the experience, up from 56% in the prior period, while 53% of Sprint customers gave the experience their top rating, down from 64%.

This compares to the 55% percent of T-Mobile and 60% of Verizon customers who were similarly satisfied.

Sprint made impressive service gains during 2010, moving from the bottom of Vocalabs' rankings in 2009 to being statistically tied for first place in many key metrics. These gains have largely disappeared in 2011, however, with some of Sprint's key scores in the September quarter at or below the levels of the beginning of 2010.

"Sprint's story has been one of ups and downs," said Peter Leppik, CEO of Vocalabs. "Last year we applauded them for their significant gains, but this year they have slid backwards. Some of this can be explained by a shift towards prepaid customers in our survey sample, but even among traditional postpaid customers, key service metrics declined over the past three months."

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Tags: at&t  sprint nextel  vocal laboratories  USA