Verizon and Sprint On Top in Mobile Phone Customer Service Survey

Vocalabs' Study Shows Sprint’s Gains from 2010 Leveling Off

Download Executive Summary

MINNEAPOLIS, Minnesota (August 2, 2011) – Verizon and Sprint beat AT&T and T-Mobile in customer service, 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 June 30, 2011, 66% of Verizon customers were “Very Satisfied” with the experience, and Sprint garnering 64% “Very Satisfied.” This compares to the 56% percent of AT&T and 60% of T-Mobile customers who gave their service experiences the top rating.

Sprint made impressive service gains during 2010, moving from the bottom of Vocalabs’ rankings in 2009 to being statistically tied with Verizon in many key metrics. These gains appear to have leveled off in 2011, however, with many of Sprint’s scores in the June quarter effectively unchanged or slightly below the statistics from the end of 2010.

“Sprint succeeded in turning around what had been lackluster customer service performance in our survey, and it is paying dividends. Over the past year, our survey shows overall customer satisfaction with Sprint up eight points, and leading among the four national mobile phone companies,” said Peter Leppik, CEO of Vocalabs. “Now the company needs to maintain and extend those gains, and not slide back to where it was two years ago.”

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 6,377 surveys completed between July 2009 and June 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

Vocalabs uncovers the “Ahas.” We combine customer feedback expertise with our advanced technology platform to find ways to improve the customer experience. Vocalabs makes a powerful difference for our clients, including communications providers, financial services companies, healthcare, industry consultants, and equipment vendors. Learn more at www.vocalabs.com. Contact: Peter Leppik, Vocalabs, pleppik@vocalabs.com, 952-941-6580, ext. 201.