T-Mobile & Verizon Wireless Tie in VocaLabs Satisfaction Study

MINNEAPOLIS--(BUSINESS WIRE)--Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its 12th quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies. During the three months ending Sept. 30, 2006, T-Mobile (Deutche Telekom AG) remained unchanged with an "A" in caller Satisfaction but dropped to a "C" in Call Completion, a measure of the percent of callers able to complete their business with a single phone call. Verizon Wireless (NYSE:VZ) improved from a "B" to an "A" in Satisfaction but also dropped to a "C" in call completion, and into a statistical tie with T-Mobile.

Cingular (NYSE:T) remained only a few points behind, earning "B"s in both categories and having the best score in single call completion.

Sprint (NYSE:S) remained in last place dropping from "C" to "D" in Satisfaction and retaining a "D" in Completion.

VocaLabs CEO Peter Leppik comments: "Having tracked these wireless telephone companies for three years, we see the top performers continuing to improve service quality overall by a statistically significant amount. However, we also saw a troubling increase in the number of callers needing to resolve a billing problem this quarter. Billing issues have a significant impact on customer satisfaction and the cost of customer service since these tend to be longer duration calls from customers already disposed to be unhappy."

To learn more about VocaLabs services, visit www.vocalabs.com. An Executive Summary and complete SectorPulse Wireless data reports are available by subscription. Contact Rick Rappe' at rrappe@vocalabs.com.

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 80,000 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 report were asked to participate by completing surveys before and after a call to their service provider.

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-service technology. Clients are end user enterprises, market researchers, call center consultants, application providers and equipment vendors. VocaLabs' methodology results in highly accurate data on both technical performance and the impact of service quality on caller opinions.