AT&T Gaining while Sprint Declines in Mobile Phone Customer Service Survey

Vocalabs' Study Shows Sprint’s Gains from 2010 Disappearing

Download Executive Summary

MINNEAPOLIS, Minnesota (October 25, 2011) –AT&T recovered in the quality of customer service while Sprint 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 September 30, 2011, 66% of AT&T customers surveyed were “Very Satisfied” with the experience, up from 56% in the prior period, while 53% of Sprint customers gave the experience their top rating, down from 64%.  This compares to the 55% percent of T-Mobile and 60% of Verizon customers who were similarly satisfied.

Sprint made impressive service gains during 2010, moving from the bottom of Vocalabs’ rankings in 2009 to being statistically tied for first place in many key metrics. These gains have largely disappeared in 2011, however, with some of Sprint’s key scores in the September quarter at or below the levels of the beginning of 2010. 

“Sprint’s story has been one of ups and downs,” said Peter Leppik, CEO of Vocalabs. “Last year we applauded them for their significant gains, but this year they have slid backwards. Some of this can be explained by a shift towards prepaid customers in our survey sample, but even among traditional postpaid customers, key service metrics declined over the past three months.”

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 7,356 surveys completed between July 2009 and September 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/Press. 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, automated customer surveys, 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.