Verizon Takes the Lead in VocaLabs Customer Service Study

Posted by Anonymous on July 17, 2007

MINNEAPOLIS--(BUSINESS WIRE)--Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its 15th quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies. During the three months ending June 30, 2007, Verizon Wireless (NYSE:VZ) took the top slot, earning a "B" in Caller Satisfaction and an "A" 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) was in second place, earning "B's" for both overall Caller Satisfaction and Call Completion, while AT&T (NYSE:T), formerly Cingular, scored a "C" for Caller Satisfaction and a "B" for Call Completion.

Sprint (NYSE:S) remained in last place with "D's" 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 end of our sample period. We're watching to see if the churn and disruption caused by this new product has any effect on customer service levels next quarter."

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.