Press Releases

AT&T Takes Top Spot as Sprint, T-Mobile Fall in Mobile Phone Customer Service Survey

Vocalabs' Study Shows AT&T Improving, Competitors Down

MINNEAPOLIS, Minnesota (February 2, 2012) –AT&T took the lead in customer service quality in the last three months of 2011 as Sprint and T-Mobile lost ground, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In telephone interviews conducted immediately following a customer service call during the three months ending December 31, 2011, 69% of AT&T customers surveyed were “Very Satisfied” with the experience, up from 65% a year ago. Fifty-nine percent of Sprint customers gave the experience their top rating, down 12 points from the end of 2010; while T-Mobile posted a 17-point drop to end 2011 at 48% “Very Satisfied.”  Verizon was effectively unchanged at 60% satisfaction.

“Providing a consistently high-quality customer service experience requires ongoing commitment and focus throughout an organization,” said Peter Leppik, CEO of Vocalabs. “When companies get distracted, or focus on only one part of their customer experience or product portfolio, the overall customer experience can suffer. We will be watching Sprint and T-Mobile in 2012 to see if they can recover the ground lost in 2011.”

About This Research

The National Customer Service Survey (NCSS) tracks customer service quality in several industries, using telephone interviews conducted with a customer immediately after a customer service experience. Statistics in this press release are based on 8,086 surveys completed between July 2009 and December 2011. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered.

Download the Executive Summary by visiting www.Vocalabs.com/published-research. To subscribe to the full data set, contact Vocalabs at inquiry@vocalabs.com, 952-941-6580, ext. 201.

About Vocalabs

Vocal Laboratories Inc. (Vocalabs) specializes in building effective customer feedback programs designed to measurably improve the customer experience. We use a combination of immediate live interviews and panel research to collect customer feedback tailored to each client's business goals. Our reporting tools serve the entire client organization, from executives to front-line customer service, and our unique expertise ensures ongoing improvement. Learn more at www.vocalabs.com.

Contact: Peter Leppik, Vocalabs, pleppik@vocalabs.com, 952-941-6580, ext. 201.