Vocal Laboratories has published the results of its 15th quarterly SectorPulse study on the quality of customer service among the USA's largest wireless phone companies. During the three months ending June 30, 2007, Verizon Wireless took the top slot, earning an "A" 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 was in second place, earning "B's" for both overall Caller Satisfaction and Call Completion, while AT&T, formerly Cingular, scored a "C" for Caller Satisfaction and a "B" for Call Completion. Sprint remained in last place with "D's" 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 end of our sample period. We're watching to see if the churn and disruption caused by this new product has any effect on customer service levels next quarter.""
Posted to the site on 23rd July 2007
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