Press Release
T-Mobile Still Leading in Customer Service In VocaLabs' SectorPulse Report
EDEN PRAIRIE, Minn., January 25, 2005 - T-Mobile again earned the highest marks among the major wireless carriers in Vocal Laboratories' most recent SectorPulse report. This quarterly report measures the quality of customer care in the wireless industry.
T-Mobile earned an "A" for Caller Satisfaction, with Verizon (VZ: NYSE) and Cingular tying for second place earning "B's".
For Call Completion, T-Mobile received a "B" with callers obtaining the information they wanted on the first call, as compared to Verizon Wireless and Cingular each receiving "C's" in this category.
Cingular was the most improved carrier moving up a grade in each category from the previous quarter.
Other results included in this study:
- AT&T Wireless (now merged into Cingular) received a "D" in Caller Satisfaction and a "B" in Call Completion
- Sprint PCS (PCS:NYSE) received a "D" in Caller Satisfaction and scored a "C" in Call Completion.
"The most surprising drop was Verizon," said Peter U. Leppik, CEO of VocaLabs. "T-Mobile is leading the mobile phone carriers in customer service. According to our data, we are still seeing many of the same customer service complaints such as difficulty in connecting to an agent, long hold times, and automated systems which are difficult to navigate, " said Leppik.
VocaLabs asked study participants to provide details on their customer service experiences. Difficulty connecting to a live customer service agent continued as the most frequent complaint. One study participant shared his frustration and commented, "I hate all these menus -- they need to make the first option "talk to a live person" and go from there."
Data in this report were gathered between September 2004 and December 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 86,000 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 complete SectorPulse Wireless data reports 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.
Jessica Ament, 952-941-6580x202
jament@vocalabs.com
www.vocalabs.com