Vocal Laboratories has published the results of its 11th quarterly SectorPulse study on the quality of customer service among the largest USA wireless phone companies. During the three months ending June 30, 2006, T-Mobile remained unchanged with an "A" in caller Satisfaction and "B" in Call Completion, a measure of the percent of callers able to complete their business with a single phone call, but moved ahead of Verizon Wireless which dropped from an "A" to a "B" in Satisfaction while retaining a "B" in Completion.
Cingular earned "B"s in both categories and putting them in a second place tie with Verizon.
Sprint remained in last place dropping from "B" to "C" in Satisfaction and retaining a "D" in Completion.
VocaLabs CEO Peter Leppik comments: "While overall performance among these carriers fell back somewhat this period, each carrier has improved in customer service quality over the last two years by a statistically significant amount; at the same time handling a greater percent of calls entirely by computerized systems. This is consistent with our observation that customers do not mind automated technology for customer service so long as it meets their needs."
Posted to the site on 20th July 2006
Posted to: www.cellular-news.com/story/18383.php