Press Release

Verizon Wireless Remains on Top in VocaLabs Customer Service Study

MINNEAPOLIS--(BUSINESS WIRE)--Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its 16th quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies. During the three months ending September 30, 2007, Verizon Wireless (NYSE:VZ) took the top slot, earning a "B" 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 (Deutche Telekom AG) earned a "B" for overall Caller Satisfaction and a "D" for Call Completion, while AT&T (NYSE:T), formerly Cingular, scored "C's" for both benchmarks.

The survey sample this quarter was insufficient to issue Sprint (NYSE:S) formal letter grades, but its benchmark scores were in the "D" range 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 beginning of our sample period. We can't say whether that led to changes in our customer service scores, but the overall customer service quality we measured dropped from last quarter. The change we measured could be caused by an overall increase in customer calls, or additional churn as customers change carriers."

To learn more about VocaLabs services, visit www.vocalabs.com. An Executive Summary and complete SectorPulse Wireless data reports are available by subscription. Contact VocaLabs at sales@vocalabs.com, 952-941-6580.

About SectorPulse

VocaLabs' SectorPulse reports compare the customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. VocaLabs consumer panelists who are customers of one of the companies included in this report are asked to participate by completing surveys before and after a call to their service provider.

About Vocal Laboratories

Vocal Laboratories is a survey and professional services company specializing in collecting customer feedback about customer service quality. VocaLabs has won numerous industry awards for its innovative survey techniques for delivering timely, accurate, and actionable data in the call center.

Contacts

Vocal Laboratories, Inc.
Peter Leppik, 952-941-6580 X 201
pleppik@vocalabs.com
www.vocalabs.com