Press Release
Verizon Wireless Achieves Highest Scores In VocaLabs SectorPulse Wireless Quarterly Report
EDEN PRAIRIE, Minn., April 19, 2004 - Vocal Laboratories, the authority in measuring customers' experiences, issued its SectorPulse quarterly report for mobile phone-carriers comparing the quality of customer care.
Verizon Wireless (VZ:NYSE) was the clear winner in customer service quality gaining an "A" ranking in Caller Satisfaction, and a "B" in Call Completion.
- Cingular received a "C" in both Caller Satisfaction and Call Completion
- AT&T Wireless (AWE:NYSE) received a "C" in Caller Satisfaction and a "D" in Call Completion
- Sprint PCS (PCS:NYSE) received a "D" in both Caller Satisfaction and Call Completion
"The differences in caller satisfaction and call completion scores are highly significant, and indicate a substantial variation in the quality of customers' experiences between the four companies," said Peter U. Leppik, CEO of VocaLabs.
Verizon had the highest automation rate along with the highest scores in Caller Satisfaction and Call Completion, showing that automation doesn't have to be incompatible with good customer service.
The most often stated complaint of long hold times was particularly common for AT&T Wireless and SprintPCS customers, but relatively infrequent for Verizon Wireless. Some of the participants in this study experienced hold times of 15 minutes or more. One participant wrote, "After being on hold for at least 10 minutes the first time I called, I was hung up on. When I called back, I was told the wait would again be greater than 10 minutes, and I was afraid I would wait the time and then be disconnected again!"
The second most common complaint was difficulty with automated systems. Another study participant had some particular issues with the choice of voices used in a speech-recognition system, "The automated woman's voice is annoying. I wouldn't want to talk with her again. Every time I have to call...I just say 'REAL PERSON' please to get away from her voice as quickly as possible. She doesn't sound friendly... seems too stuck up. Wish I could explain better."
Data in this report was gathered between February 10, 2004 and March 31, 2004.
About SectorPulse Wireless
VocaLabs SectorPulse reports compare the customer service quality for different companies in the same industry, using data and call recordings from the companies' customers.
VocaLabs has recruited over 60,000 individuals to provide feedback on customer service experiences, from which we drew the participants for this study. VocaLabs panelists who are customers of one of the companies included in this study were asked to participate by having their customer service calls recorded and completing a survey after the call.
An Executive Summary and SectorPulse Wireless data report are available by subscription. Please contact Jessica Ament at jament@vocalabs.com
About Vocal Laboratories
Vocal Laboratories delivers statistically reliable feedback on the user friendliness of telephone based customer service whether delivered via traditional call centers or self-serve technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. Only VocaLabs has the unique methodology to evaluate a customer contact application at any stage of development from prototype through existing services quickly, cost effectively and with maximum accuracy.
Contacts
Vocal Laboratories, Inc., Eden Prairie
Jessica Ament, 952-941-6580 X 202
jament@vocalabs.com
www.vocalabs.com